Listening in

[sjs1717]

Hi folks.... I have a customer with a call center and he wants to be able to sit next to an agent and listen in during training but not be heard. They run 6416's and CM 4's with Vista headsets from Plantronic.How would this be done? Thanks in advance




Steve
We're doing this stuff for the wealth and fame right?

 

[DontDeleteMeAgain]

they do make dual headsets

 

[DontDeleteMeAgain]

or, you can set up service observing

 

[spunkysus]

I think you will have to do a couple of things : at the command prompt do a chang feat> then go to page 5 and insert a listen only code and/or a listen/talk code. Then I belive you will have to ensure the monitoring station have console permissions as yes in the COS.

Thanks,

 

[Zen216]

you will need to allow service observing like has been said. Once you put in the FAC, then you can either put a serv-obsrv butotn on the phone, or the observer can enter the fac, then the ext to observe. The COR of the observer will need to have permission to observe the COR of the observee,,, and the COR of the observee will need to have "can be service observed" set to yes.

 

[ken07734]

be sure to setup different cor's to seperate the observer/observed stations. any changes you make to a cor will affect other stations and the features and options they already have setup.