Can agent listen in on an 1140 IP Phone

[answers123]

Is it possible to have a 2nd agent listen in on an 1140 phone, via a headset, while the 1st agent is on an ACD call via the handset?

Thanks

 

[SYQUEST]

What kind of phone system?

 

[answers123]

It's a Nortel CS1000M.

 

[trvlr1]

GN Netcom has a training cord, which allows a supervisor/trainee to listen in, but cannot talk to the caller. Very handy for ACD group managers to have. I am sure most of your telecom hardware providers have something similar.

 

[Mountainbear]

Viking makes a product for monitoring up to 24 phones (expandable to 240. The supervisor enters the extension number and can join the call or record the conversation.

 

[trvlr1]

On Nortel systems you can set up a phone as a supervisor (CLS = SPV) ACD phone and dial in to specific agents conversations for monitoring purposes. You can set it up for "autodial" type keys with only one agent monitored per key, or as an individual key where the monitoring person enters the agent ID and gets to be able to listen to both sides of the conversation. (Key = OBV)