Meridian Northern Telecom - Observing

[olympus41]

I am trying to set our phone system up to allow someone to call in and be able to OBSERVE an employee on the phone. Please help :*(

 

[iptuser]

Thats an ACD function, you could conference someone in


wayne

 

[wolfi24]

You need have a ACD supervisor

Wolfi

 

[olympus41]

This is something that the CEO wants done without the office employees knowing that they are being monitored. Conferencing would be a good solution, but unfortunately we cannot use that procedure. Is there another way to do REMOTE OBSERVING????
thanks

 

[iptuser]

The only other way is to record the calls but you may have to inform your users. There is a card which doubles as a DLC as well as being able to record the phone

wayne

 

[acewarlock]

There are third party products for that.

http://www.wygantsci.com/encore_auditionlive.html

http://www.callaccounting.com/telecorp.html

 

[phonedude10]

program a 500 port with the same ext. and add that ext. to your phone.

 

[mikeyb123]

double jumper the TN

Happiness is.....

 

[Delphiwhat]

Hi there

There is a way of doing this. But the package (direct inward access) on the keycode is not allowed in all countries, except Russia. Even if you request a keycode from Nortel they legally will not be able to grant this request.

 

[PERRYPJ]

Even the third party device work off ACD, and as stated before legally in almost all states it is illegal to monitor without telling those people that there is a possibility of this happening.

OLD ROLMEN WORKING ON NORTELS

 

[janaya]

It's legal to monitor, it's illegal to use the information you hear from the monitoring for any legal action.

I have never known of a product that allows you to observe remotely. I have set up MCK Extenders at Exec houses that allow them to attach to the PBX and have a Supervisor set at their home and monitor. Total cost would be less than $2000.00 per phone.

email me and I can get the part numbers to you.

John

 

[reachkaps]

This Can Be Done!!!



Rls 25.40 in Nortel allows Remote Barge IN using the DISA feature.Basically u need to cross connect a FALC port to a TRUNK port and used something called PONW in the FFC table which is called the Priority Over Network Code.

 

[Tbrandes]

This is a thread that was from PBX-Info.com

You may want to discuss with your vendor getting the "Remote Observe PEP" installed. This will solve all of your issues from Product Bulletin P-2003-0131-Americas,

Nortel Networks is pleased to announce the availability of a Remote Observe PEP (Performance Enhancement Package) for North America and CALA which enables remote observation of agents in call centers based on Meridian 1 X11 25.40 and 25.40b.

With this PEP, remote users can dial into the call center from any DTMF phone and, following authentication, can observe calls based on Position ID. In addition, the PEP makes it possible to restrict observers to observe a defined subset of Position ID.


Jack


____________________
Dogs rollover Phones hunt

 

[olympus41]

Thanks a lot..

 

[bugdog]

3rd party observing or like unklary said double jumper....if ya want a 3rd party product name leave me an e-mail.

 

[sandyml]

Check out Remote Agent Observe product from Nortel. It uses the components mentioned in other posts -- DISA, OBV, an IPE card similar to a Miran, and some other components.