Listening in on a Handset while Headset is on

[wizkid66]

We are currently shifting from Superset 4025 to 5330E on our main system (3300Mxe II, Rel ^.0 SP1)

Some thing that the ACD agents have noticed is that on the old Supersets, when the headset was plugged in and selected, they used to be able to have someone else listen in on the handset simply by lifting it (which was very useful for work shadowing).

Since we have moved to the 5330E this feature seems to be lost.

Does anyone know weather I have just missed out a setting somewhere or weather this feature has been discontinued.

I know I could buy headset training harness's but I don't really want to buy a load of them and spare headsets for when we have a work shadowing event going on.

Many thanks,

Stuart.

 

[jrgood0852]

I made an adapter once for a similar scenario. You will need a hadset cord that you will cut one head off. Then you can splice with chicklets (b-connects) to solid wire all 4 conductors. Then daisy chain to 2-RJ11 jacks. You may need to play with the pin-outs to get both transmit and receive good for the handset/headset. Then cut the small RJ22 (handset size) heads off and replace with RJ11. May be a little crude, but should do the trick.

Always look out for the next guy because it may be you!

 

[Miteltest]

you could use silent monitoring

to program turn
the COS form - ACD Silent Monitor Accept and allowed
the Feature Access code Form give a code to ACD silent monitor

the user will key in the code + the ext# they want to lisson to

this will make it so they can lisson to any phone at any time as lone as all phones are ACD and have the same COS

 

[wireman50]

Don't need ACD for silent listening."Silent Monitor is commonly used to by ACD supervisors to listen to agent calls. It can also be used to monitor non-ACD sets, including ONS, SIP, and external hot desk user sets

 

[jrgood0852]

Sorry about my hardware idea.....this sounds like software related.

Always look out for the next guy because it may be you!

 

[kwbMitel]

I dont want to shoot down the silent monitor suggestion because it is actually quite viable. That being said, I forsee two potential issues

- the trainee needs their own phone and it is likely it needs to be in close proximity to the agent as there are probably computer applications that need to be viewed at the same time as listening to the conversation

- while in close proximity, there is enough latency on IP to be headache inducing as the voice heard live and the voice heard on the monitor will not be in sync

As an alternative, I suggest looking for headset training adaptors on the internet. This was my solution 10 years back or so.

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What's most important is that you realise ... There is no spoon.

 

[jrgood0852]

Yes, KWB. Easy to find the RJ11 splitter, hard to find RJ22 (handset size) one. This is why I had to custom make them. If you find someone to make them it won't be cheap. Thanks.

Always look out for the next guy because it may be you!

 

[kwbMitel]

Amazon has them for about $30 each

Doesn't sound like much to me

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What's most important is that you realise ... There is no spoon.

 

[jrgood0852]

That's not bad. Post the link for me (us), KBW? Thanks.

Always look out for the next guy because it may be you!

 

[kwbMitel]

Amazon
CDN $55 -

http://www.amazon.ca/Call-Center-Headset-Training-Adapter/dp/B00AXHWZVW

US $25.95 -

http://www.amazon.com/Call-Center-Headset-Training-Adapter/dp/B004DKL2TQ

HDI Headsets
US $39.95 -

http://www.headsetsdirect.com/wireless-headset-training-adapter-03929-63.html

BTP
US $39.95 -

http://www.btpi.com/_ZZ-ZMST_ZoomSwitch-Trainer.htm

US $10.00 RJ9 Splitter - Read carefully -

http://www.btpi.com/_ZZ-05MTRE2HBK_RJ9-Splitter.htm

US $13.00 Modified RJ9 Splitter - My Choice -

http://www.btpi.com/_ZZ-NT1302-900-SPEC_RJ9-Modified-Splitter.htm

There are lots and lots

Google - Headset Training Adapter







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What's most important is that you realise ... There is no spoon.