Call whispering on 3300 2

[surferx0]

I'm not sure exactly what the correct term for this feature would be, but basically a manager wants to be able to monitor a call and speak to the agent while they are on the phone, without the caller being able to hear the manager.

So kind of a half way between silent monitoring and a 3-way conference, the manager would be silent to the caller, but not to the agent.

3300 MXe on MCD 4.0 SP2. Also have a 6100, 6160, Nupoint, and Oaisys to utilize if necessary.

 

[sarond]

I was told by our Mitel Pre-sales contact that this is not possible on 3300.

We also had a customer request this feature and they called it the same thing, "Whisper

 

[LoopyLou]

Don't think there is a way in the 3300 because you would have to split the voice path i.e mix the supervisors audio in with the callers and present that to the agent. Might also be kind of hard for the agent to have two people talking to them at once. Would it not be better to have UCA or something and run a chat on the side?

The single biggest problem with communications is the illusion that it has taken place.

 

[surferx0]

Might also be kind of hard for the agent to have two people talking to them at once. Would it not be better to have UCA or something and run a chat on the side?

Definitely agreed, and we do have real-time chat from the 6100 in use already. But it was asked for, and I was a bit challenged in figuring out how to get it done on the 3300. Glad I can put this bright idea to rest.

 

[telemarksman]

Whiper announce, not supported on some Mitels,.... all??

alwayslearning

 

[CortelBill]

The SX-200 had a feature which is still available on the 200 ICP of Whisper Announce. This is not available on the MCD.