Call Observe - remotely 1

[PhilMyWallet]

We are a 500+ seat call centre split over 2 sites. Does anyone know how to call observe an agent remotely. I'm quite new to Symposium & would appreciate some pointers.

Any ideas?

 

[sandyml]

Through Remote Agent Observe. This is a separate product from Symposium Call Center Server. If you do have that and need some pointers, let me know.

 

[FONEGUY]

We have recently purchased the RAO card and are waiting to install it . We will soon be able to monitor calls remotely and also record calls as needed . The recorded calls will be sent to a server via FTP where they will be stored for review , coaching , training , etc. I'll try to update this post once the RAO is functional .

 

[bryanata]

We have one installed and it works great. This was the first Nortel product that I have installed that worked the first time...headache free

 

[coolicepbx]

Is it possible to Observe agents that are using IP Phones? I have tried this in the past and i seem to get Dead Air. Is this caused by the IP phone's compression?

Martin

 

[Supernn]

We observe IP phone fine, but I know that there's a patch for it. Ask your vendor.

 

[bryanata]

When a supervisor is observing an agent and the agent places a warm transfer to another site the agent can not be heard on the transfered call. why is this?

Thansk