Merdian Opt 11c listen in on calls

[Bgarret]

WE have a merdian option 11c with symposium thats been in place for about 3 years. In that time weve had 3 managers and they all say that they cannot use the feature to listen in on call agents calls. Can anyone explain the process and any problems that may be preventing us from using this feature...

Thanks in advance

 

[cmawbey]

An ACD Supervisor requires a Class of Service (CLS) of SPV.

The normal agent sets have CLS of AGN.
Once you have changed the CLS you will be able to assign the supervisors features such as Observe, Display Agent etc.

When Key 0 is programmed it has a reference to the queue and an agent ID.
I.E. Key 0 ACD 6000 7000
In this example 6000 is the queue and 7000 is the Agent ID

The supervisor also has an Agent ID.
Their key may be programmed for example
Key 0 ACD 6000 7003

The Agent ID of the Supervisor becomes the SPID of the Agent to 'link' the Supervisor and Agents together.


Colin