Listen and observe active call on CS1000 Rls 7 without CC solution

[Optman]

Hi all


we are runing CS1000 Rls 7.0 without any solution of Contact Center
We need to implemant the feature of listening and observing an active call on IP Set...so how to proceed for implemanting this ??

Thanks

Regards

Mostafa

 

[atascoman]

I don't think you will be able to, but you can try to set the CLS on the user's phone who wants to observe to SPV and then add an observe key, OBV I think. But I believe if I remember correctly you have to be in an ACD group and have an agent ID. I belive when you press the OBV key it will ask you for an agent ID.

Sorry about all the I think and I believe statements. Been awhile since I set this up and I don't currently have a production system to test it on. You could always put your users in a dummy ACD group, it will just use up key 0 for the acd key.

 

[trvlr1]

If this is for a supervisor monitoring multiple agents, the above will work with an ACD group. However, if you just want to listen in on calls in a one on one training type scenario, you can buy cables to replace the handset cord that "split" the wire so you can plug in two handsets at a time. I have found most telephone/headset providers have something along these lines.

 

[Optman]

Can we make this feature working through OVR key...so by using the override feature we can intercept an active call and establish conference with the caller and calling parties..and then activate the mute key on the set.

Thanks

 

[GHTROUT]

If the IP phone is ACD, use Observe Agent.

If the IP phone is just a SCR DN, add that DN to another phone, give that other phone CLS POA, and you can just listen in as you please.

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Nortel Resources at GHTROUT.com
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[dabble]

GHTROUT - would that POA class also work for MCR keys or just SCR's?

 

[GHTROUT]

POA does not work for MCR because the MCR key with the active call is the only appearance of the call in the system. So, if you cannot see active call, you cannot observe it.

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Nortel Resources at GHTROUT.com
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