Call Listen

[wayneo4528]

Good day.. I need to know if IP Office R5 can do the following?

1. Ability to train agents whilst on a call - trainer can speak to an agent on the phone whilst the agent is on a call but the caller cannot hear the trainer talking to the agent.

 

[tlpeter]

Yes you can:

Call Listen


This feature allows a user to monitor another user's call without being heard. Monitoring is different from call intrusion. Note that this feature requires conference resources from the IP Office system for the duration of the intrusion.• WARNING
Monitoring is not enabled by default. The use of monitoring is may be subject to local laws and regulations. Before enabling monitoring you must ensure that you have complied with all applicable local laws and regulations. Failure to do so may result in severe penalties.


Monitoring can be accompanied by a tone heard by all parties. Use of the tone is controlled by the Beep on Listen setting on the System | Telephony | Tones & Music tab. The default for this setting is on. This is the only indication of monitoring, if enabled, given to the monitored user. There is no phone display indication of monitoring.

The use of call listen is dependant on:• The target being a member of the group set as the user's Monitor Group (User | Telephony | Supervisor Settings).
• The Can Intrude setting of the user listening and the Cannot be Intruded setting of the target. Monitoring is independent of the settings of the third party to the call if they are internal.
• This feature uses IP Office conference resources. If insufficient conference resource are available it will not be possible to use this feature.
• For IP Office 4.0+ a number of new features are supported for call listening:
• Users can be given privacy features that allow them to indicate that a call cannot be monitored. See Private Calls.
• IP extensions can be monitored including those using direct media. Previously the monitoring of IP extensions could not be guaranteed.
• The monitoring call can be initiated even if the target user is not currently on a call and remains active until the monitoring user clears the monitoring call.
• The user who initiated the call listen can also record the call.
• For IP Office 4.2+, intruding onto an a user doing silent monitoring (Call Listen) is turned into a silent monitoring call.
• 1600 Series phones with a user button can initiate listening using that button if the target user meets the criteria for listening.


• Telephone Number: Target extension number (extension must be local).
• Default Short Code:
• Phone Manager Control:
• SoftConsole Control:
• Programmable Button Control: Listn
• See also: Call Intrude, Dial Inclusion.
• IP Office Software Level: 1.0+.




Example
User 'Extn205' wants to be able to monitor calls received by members of the Hunt Group 'Sales'.1. For user 'Extn205', in the Monitor Group (User | Telephony | Supervisor Settings) list box select the hunt group.
2. Ensure that Can Intrude is checked.
3. Create a user short code to allow Extn205 to start monitoring.
? Short Code: *99*N#
? Telephone Number: N
? Line Group ID: 0.
? Feature: CallListen
4. For each member of the hunt group, check that their Cannot be Intruded setting is unchecked.
5. Now when a member of the 'Sales' hunt group is on a call, Extn205 can replace N in the short code with the extension number of that member and monitor their call.





ACSS - SME (IP Office)
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[wayneo4528]

Would the supervisor be able to talk to the agent without the incoming caller hearing anything?

 

[tlpeter]

In the first line:

This feature allows a user to monitor another user's call without being heard.

So yes the caller will not hear the intruder.



ACSS - SME (IP Office)
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[amriddle01]

That's not quite what he was asking though tlpeter, he wants to know if the supervisor can talk to the agent but not be heard by only the 3rd paty...to which the answer is No I'm afraid

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[hairlessupportmonkey]

there is a feature in VM Pro that lets you do this isnt there? i cant recall what it is off hand.....

 

[tlpeter]

I thought it was possible too but i thought it was call listen!

I think this is it:

Dial Inclusion


This feature intrudes on the existing call of the specified target extension. The intruder and the target extension can then talk but cannot be heard by the other party. This can include intruding into a conference call, where the conference will continue without the intrusion target.

During the intrusion all parties hear a repeated intrusion tone. When the intruder hangs-up the original call parties are reconnected.

Use of this feature is subject to the Can Intrude status (configured in Manager via the User form's Telephony tab) of the intruder and the target extension (the extension to be intruded upon).

Attempting to hold a dial inclusion call simply ends the intrusion part of the call. The inclusion cannot be parked.• Telephone Number: Target extension number.
• Default Short Code:
• Phone Manager Control:
• SoftConsole Control:
• Programmable Button Control: Inclu.
• See also: Call Intrude.
• IP Office Software Level: 1.4+.




Example
N represents the extension to be intruded upon. For example, if a user dials *97*201# while extension 201 is on a call, then the user is intruding into extn. 201's current call.• Short Code: *97*N#
• Telephone Number: N
• Feature: DialInclusion





ACSS - SME (IP Office)
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[amriddle01]

I think that's the closest you can get, problem being I don't think you can stop the intrusion tone and also the 3rd party can't hear anyone...which is king of silly

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[hairlessupportmonkey]

There isnt any feature that does this on the IPO - just spoke to Avaya.

its possible on the ACM though.