monitor agent on Ecare 5 1

[bagao]

Hi all,
May I ask about Ecare here? if it's wrong place please forgive me.
Now I'm using Ecare 5.0 and I want to make Supervisor monitor call of Agent. On DM of supervisor I press F7 and choose agent to monitor but I recieve " Instrusion failed". I read on document:
"Before attempting to monitor an agent, make sure that your primary line has the
privilege to intrude. Additionally, make sure that the agent you want to monitor has
his/her primary line marked as "Open for Intrusion" and that the Free on Second
Access Line feature has been disabled on the agent's telephone. Otherwise, intrusion
will fail. (Desktop Manager will not automatically modify any intrusion parameters.)"
Who can help me where I can "Open for Intrusion" and disable "Free on Second Access Line".
Thanks a lot for any help!

 

[parnum]

You set intrusion on the switch, do you have experience of MD110 programming or someone else does that? DM is a GUI.

best parnum

 

[bagao]

Hi Parnum,
I just know some basic command of MD110, (i'm using MXONE/TSW05).
How can I set intrusion on switch? switch here mean MXONE or network switch?
If you don't mind, would you please show me an example to do that?
I really need it.
Thanks

 

[bagao]

any help . please...

 

[whosrdaddy]

Intrusion is a PBX facility.
if you have Alex, look at the SERV parameter for digital extension (I assume you have digital extensions).

if not D3D4 must be set at least to 2 (to RECEIVE intrusion)
add 1 to this number to be able to INITIATE intrusion.

so extensions with both D3D4 = 03 will be able to intrude each other. if you want to block certain extensions from intrusion, set D3D4 to 00 or set a higher priority 4 (pri= 1), 8 (pri=2) or 12(pri=3)

so suppose extension A has 03 and extension B has 07 this means that:
ext B can intrude ext A but ext A can't intrude B because it has higher priority. ext A CAN intrude other extensions of the same priority (eg serv= 03 or 02)

I hope this is clear.

/Daddy

-----------------------------------------------------
What You See Is What You Get
Never underestimate tha powah of tha google!

 

[parnum]

sorry I did not have time to respond, thanks to daddy

parnum

 

[bagao]

Thanks Whosrdaddy and Parnum,
Our Call center system is using IP phone (DBC 4422, MXONE and Ecare 5.0), so i use IP extensions.
I have 6 licenses for Supervisor, and now I received request to set Supervisor can hear the call between CC's agent and our customer.
What can I do now? I don't have Alex and I just know some basic command of MXONE TSW05?
Can I buy Alex? is it expensive?
Thanks for your help

 

[rfpup]

you can learn a lot through this forum but first of all you need a training at a training center.

 

[bagao]

Thanks a lot,I'm trying to learn from this forum.
I'll do Intrusion test and put the result.
many thanks all

 

[bagao]

hi ,
before i join training at training center,would you please help me to configure intrusion as Whosrdaddy said (I don't have Alex too),but now my boss need to configure for supervisor to monitor the call of agent?
Thanks a lot

 

[parnum]

You have a Generic Common Service Profile and put ext in the CSP as required, then set as IP ext using IPEXIIR=...;

GEDIPIR=xxxx; for ext number and give you CSP=x

GESPP:CSP=x; and check digits 4+5 for intrusion (see daddy's post for detail on settings)

check GESPP:CSP=ALL; and check for a CSP that is what you require, or set up using unused CSP...

GESPI:CSP=y and z,TRAF=...,SERV=..., etc - copy existing CSP parameters and set SERV 4/5 as required - one CSP for intrude , one for reception of intrusion (z)

GEDICIR=yyyy,CSP=y; for supervisor
GEDICIR=zzzz,CSP=z; for agent

best parnum

 

[bagao]

Thanks Parnum and Daddy,
I did it and work well.
Again, thanks a lot