monitoring calls

[rsunra]

G'day All

In an Inbound call centre environment is there an easy way to monitor that an agents pick up....

The trainer and Supervisor want to be able to monitor the calls for quality assurance and training.

I would like to know how it can be done in IP office so no matter what DDI the agents gets the Supervisor and Trainer can monitor the call.

 

[sizbut]

Its in the Manager help file, under "How to Monitor Calls", Hunt Groups chapter.

 

[rsunra]

I saw that. But in a inbound call centre is they a way to monitor the all calls answered by a single agent. By the time you went into Manager and save / merged the file the call would be over....

What would be nice it a supervisor could dial say

*99* and the Ext of the person being monitored and be able to monitor the call for training and QA.....


Is there anyway to do this in IP office 1.4?

 

[IPGuru]

try :-

Suort code: *99*N#
Telephone Number N
Feature call listen

NOTE:- the superviser must be set to canot be intruded otherwise you will be conferenced in with a live speach path

 

[stevea2Z]

I thought in release 1.4 you can install SMDR, small file which gives you all the information from the switch. You can find this on the Admin CD

 

[MrIPO]

SMDR IS Found on the 1.4 Admin CD, once opened it creates a daily Date.csv file. This only records call related information for accounting purposes. A call accounting package could be configured to read from this file.

On the Version 2 install Delta Server and find the SMDR tag, this will create the same information but saves it into a different directory. There is No SMDR application on 2.0, only Delta Sever which sSMDR output can be enabled in.

If your call accounting package was designed to work with IPO the chances are they have developed an interface using the DeVlink interface and you would not require SMDR or Delta server to be running, unless you wanted the information for yourself.

 

[rsunra]

IPGuru

When I tried what you said I get Call Rejected!



--------------------
try :-

Suort code: *99*N#
Telephone Number N
Feature call listen

NOTE:- the superviser must be set to canot be intruded otherwise you will be conferenced in with a live speach path

 

[IPGuru]

check user settings, supervison needs both can intrude & cannot be intruded set
all other useres need these settings off

 

[sizbut]

"Call Intrude" pays attention to the "Can Intrude" and "Cannot Be Intruded" settings of the internal users involved.

"Call Listen" doesn't care about the intrusion settings but does require the call being monitored to be to/from someone in the monitorers Monitor Group (User | Telephony).

Change in 2.0 was that the Monitorer no longer has to also be a member of the monitor group themseleves.

 

[weaselthend]

Where can I find that date.csv call accounting file?

 

[MTVilla]

program files/avaya/ip office/smdr/smdr_output

Or

program files/avaya/ip office/ccc/deltaserver/smdr_output

 

[weaselthend]

I don't have either of those directories. Any ideas?

 

[MTVilla]

You may have to install them from the administrator CD

 

[MTVilla]

I mean you may have to install the CCC application or SMDR program from the admin CD...depending on which version of IP Office you are running.

 

[weaselthend]

Got it. Works great now.

Thanks much!