Monitoring Calls on Legend PBX 1

[allaboutphones]

A customer recently called in to inquire about their ability to monitor, or more specifically, listen to an employee's conversations without notifying the employee that their call is being monitored. The station that they want to monitor is an MLX type set and not in an ACD Queue. The calls are ringing in on a T1. Is there any way to accomplish this using system features, or does additional equipment need to be purchased.

 

[tdaugirdas]

Yes - look at the feature manual to see how to setup a group supervisor position. This was designed for call-center type operations - so a supervisor could listen-in on agent calls with customers. It is fairly straight-forward to set-up. The group supervisor MUST be using an MLX phone. The agents can be using any type of phone.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[allaboutphones]

Tom - does this require that the monitored stations be set up as ACD Agents and the monitoring station be set up as a Supervisor? The customer is not running any ACD Queues.

Thanks.

 

[tdaugirdas]

They don't have to be setup as ACD agents - they do have to be setup as members of a Service Observation group under extentions, more, more - and the supervisor's extention has to be setup as a supervisor of that group. You can setup up to 16 service observing groups - each with their own members and a different or same supervisor. The supervisor will need autodial buttons for group members or a DSS to more easily observe who is on a call - unless he can see everyone and knows their extention number.

Tom Daugirdas,
President
STCG, Inc.
stcg.com