Monitoring calls for 'quality assurance' 4

[Montero84]

Hello,

What additional hardware/equipment do I need in order to have our phone system (S8400) to be capable of monitoring calls for 'quality assurance' as you hear in some places advertised. Any idea or advise?

Thanks in advance!

 

[ramjef97]

I support 3 dozen Verint servers and their software is very buggy and most of their technicians don't understand the product. Having said that I've also read that Nice support is no better.

 

[hollye4488]

Thank you PeteBull - We're looking to do something similar by installing 5 analog phones physically bridged onto a Pyxis recording system. I'm hoping each of the analog phones (located in a secure area) can remotely service observe a dedicated VoIP phone in our small call center. The idea is to activate service observing, and walk away.

Has anyone tried something like this? Does Service Observing eventually time out?

 

[PeteBull]

Our QA staff usually leaves the QA phone in service observer (on a VDN) overnight and over weekend, and the only issues they have are the size of the wav/mp3 files they have to chop up. I don't think they monitor individual agents in this way though I can't think of any reason why it wouldn't work.