Help with silent Observe feature

[jheendi]

Hi I am running a call centre using Symposium Call Centre from Nortel.
We have OBV key for supervisors to silently observe their agent, while they are in call for quality assurance.

Recently I have been gettings complaints from Supervisors saying that as soon as they try to observe. Their agents tone dramitically changes and they all go by book.

When asked few agents randomly they suggested that they do hear a quick beep like the one you hear if you have call waiting while in the call but this one is very quick.

We have in the recent past agents who hear a little beep or sort of echo sound as soon as Supervisor plug in to observer silently.
Now supervisor definetly don't want agent to know that they are observing them. in other words silent observe.

I have already checked ACD configuration in LD 23 and OBTN is No.

Can someone please help me get rid of this beep or echo sound when supervisor try to observe silently??


Jheendi

 

[sandyml]

Hmm.. You might check to be sure that your PBX has all the required patches. This is a PBX feature rather than a Symposium/Contact Center feature, so I'd say you should pursue that angle.

 

[captaingadget]

I'm out of ideas, you may like to post this question in the meridian forum, as sandyml says, this is a function of the Meridian not Symposium.