Looking for a way to Call Listen or Intrude for remote calls 1

[zkenn1]

Hi all,

Our call center is trying to transition to remote work, where our employees have calls either forwarded or twinned to their personal phones. However, this prevents our employees-in-training and supervisors from being able to listen in to any of these calls. Is there any way for our workers to be able to take calls remotely while also enabling supervisors to listen in? Thank you all in advance for your help!

 

[bahmonkeys]

If the call is being forwarded or twinned to the mobiles, it is not possible to listen to those calls. You will need to setup softclients to be able to call listen on remote workers.

 

[zkenn1]

So if I'm understanding correctly -- if we had these employees taking calls using something like Avaya Communicator, there would be a way to Call Listen to them? Thank you very much for your help.

 

[bahmonkeys]

Yes you can call listen in on remote soft clients, communicator and/or IX Workplace