Can you think of a way to do a Remote Silent Intrude

[crashtest1000]

I have had a go at this but cannot find a way of achieving this.

The client wants to be able to dial in at any time on an ISDN line (DDI) and do a silent monitor of the agents in the call centre.

I have tried to do this from a Short code to an assisted transfer action on voice mail pro but it didn't work. It appears to me that you have to be a user in the monitor group to do the Silent Intrude.

Anyone have any ideas?

 

[sizbut]

You are correct about the casue of the problem as monitoring is restricted based on the 'Monitor Group' setting of an internal user doing the monitoring.

The only way I could see to do it externally is via VoIP and thats a whole lot of setup just for one feature. The best way for an external customer is rather than monitor, actually be the caller to the agent; ie. the secret shopper method. Alternateively use automatic call recording for the whole group and send sample recording to the customer.

 

[crashtest1000]

Thanks we came up with the automattic record idea as well and I think that will close the deal thanks for your reply.