CALL LISTENING

[Aspectus]

Human resources asked me to set up something so they can actually listen to conversations on a specific DN. Knowing that you can listen to calls with OBSERVE with an agent on an ACD queue, I thought there might be a way of doing this.
Trick is, set up has to take place without employee knowing it and the employee is not an agent on ACD, he has regular phone. Can this be done? Any ideas?? Thanks

 

[PERRYPJ]

NOT WITHOUT THIRD PARTY HARDWARE

OLD ROLMEN WORKING ON NORTELS

 

[Magpye]

Hmmm, you could setup SCN on a phone for them and add Mute On Answer, so they don't give their presence away.

Another solution is to wire a voice activated recorder to his TN. You may have to adjust the sensitivity, so it doesn't pick up any hiss, otherwise you'll get hours of silent recording.

Either way, HR are probably going to need audible evidence for when they confront the staff member, otherwise the staff member can simply deny everything, either on the spot or in court, months later.

You might want to check your local laws too. Here in NZ, a conversation can only be recorded between two parties if one of them knows about it, however there is no obiligation to announce they are recording the conversation.

As a result, most of our call centre staff have a section in their contract which says they may be recorded for training purposes.

If you don't want to buy a recorder, any old PC with a soundcard can be used, and there's plenty of software that does the job adequately.
Good luck !

 

[Magpye]

Aaahhh, scrub my first suggestion. Could cause difficulties if the target user is not there, a call is placed to target DN and HR pick up the line.
Callers ringing the user back will probably mention that 'there's something funny going on with your phone', possibly alerting the user.

You could try BFS, but I'd have to check the manuals..

 

[phonedoc]

they can add the scr to a phone and make sure cls=POA privacy overide allowed. this should work if the person listening in uses caution and the MUTE

 

[hawks]

Get a Digital to Analog Converter that is the best way. if you try to do it using POA and mute the caller will hear a small POP when you hit the line button. Besaides one day what happens when you forget to mute the call. Good luck....oh yea like Magpye said make sure you check the laws for your state.

 

[Aspectus]

Thanks guys, this is not exactly what I wanted to hear, but that's the way it goes. I don't know exactly what the law is here in Canada for this matter but I sincerely don't think HR are concerned at this point, so I'll just drop a hint, just in case.

From all your suggestions, I would go along with a recording device wich seems the safest at this point wich shouldn't be a big thing to install, maybe the adjustment...

Once again, thank you all for the help, greatly appreciated!!!