CALL CENTER TRAINING USING A USB HEADSET. IS THIS POSSIBLE?

[KenanR]

CURRENT INFORMATION
Software R016x.03.0.124.0
50 agent Call Center at my location.

1. Agents use Call Master 4 and conventional headsets from their desk. To train, two agents plug into the CM 4 without issue or use a training connector when training.
2. Some Agents login via One-X (softphone) and use a USB headset and handle calls as well.

QUESTION - Can an agent, using a USB headset train new agents and they both can hear the call? If so, how can it be done? Headset vendors tell me there's no training connector for a USB connection for a training environment.

ABLE TO: Bridge the softphone to the CM and make them both ring when you dial the agent ID. However when a hunt group call comes in, only the softphone rings and they can pick it up. There's no light on the call appearance on the CM4, and when you pick it up, you hear a busy.

Open for any suggestion that might accomplish the desired result.

Thank you in advance.

 

[Ronster]

If you have a connector between the headset and the USB end. (audio jack?) You could put a Y-cable in between and connect 2 headsets.

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Everyone seems to have a very short attention... etc.

 

[Vidmine]

You could also do a silent monitoring which would require an extension/agent ID for the person listening