Listening In / Monitoring for Training

[ronnyserrano]

I'm still a newby so be gentle on this one. We run and 8300 with call center. System is new.. we put it in around Aug of 06. It is a VOIP system and we run 4621SW IP phones in the call center.

We have hired about 7 people and the sales managers are wondering if there is a way for a 'trainee' to listen in on a call with a sales person. I know that on other phone systems i've seen a headset jack that allows people to just listen in. Is there anything similar in the Avaya world. We do have a number of cordless AWH-55 headsets but it doesn't seem like what we want in this situation. Even if I have to leverage the EU24 port.

Any help or guidance would greatly be appreciated.

Thanks

 

[gblucas]

You can use the service observing feature in the system. It will allow the trainee to listen to both sides of the conversation from their own phone. If you have access to program the system, you can create a feature access code. It is found on the ACD page. You dial the FAC, followed by the extension and you should be able to listen. You can also program a button on the phone to be serv-obsrv, so you just push the button, and the extension. You need to be careful, if you push the button again while you are listening, you can actually barge in on the call. All this will work, if you have your phones assigned to COR's that allow service observing. That is a quick and dirty version of how you set it up...

gblucas

 

[SF0751]

We use a "Y-adapter" from Plantronics for these situations. See the link HERE. These are compatable with the 4624 and 6416 telephone sets.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[ronnyserrano]

I think the FAC might work. I went into the switch and did a change feature-access-codes. I see on page 5 that this is there:

Service Observing Listen Only Access Code: *30
Service Observing Listen/Talk Access Code: #30
Service Observing No Talk Access Code: *31


I tried hitting these options and I just get the phone bleeping at me. I'm in a COR that is unrestricted on the system so I'm not sure what I'm doing wrong. Also tried it from one of the 'supervisors' phones in the call center and the same thing happens regardless of them being logged in or not.

Susan..
I like the idea of the Y cord but haven't found a way to make it work with the 4621s because we use the wireless headsets.

Thanks for the help

 

[TykeUK]

Double check to make sure that the person you are trying to monitor has a COR that can be service observed.

 

[gblucas]

In the COR there are 2 lines...Can be a service observer and Can be service observed...Make sure that the COR on the phone your calling from can be an observer and the COR on the extension you are monitoring can be observed.

gblucas

 

[ronnyserrano]

Thanks everyone. I missed the corelation on the COR page. I was looking at something else. Also didn't realize that I had to be logged into the call center to observe someone on there.

Thanks for all the help,
RS