Montior phone call for Quality Assurance purposes

[larmi]

We have a need to monitor a station as part of our quality assurance process. Is there a way from my desk phone to listen in on calls that come in to another station? Preferably with no interruption or beeps indicating that the call is being monitored.

Station models are 6408D+ and 2420 Avaya phones.

We will have a recording that states that calls will be monitored for quality assurance purposes in the vector created for this line.

Thank you so much for any help you are able to give!!

 

[boristhespider2]

service observe function , will do exactly this

 

[larmi]

Got that,

Can Be Service Observed? y
Can Be A Service Observer? y

And I've changed the COR on the station. But on the observer station, is there a button or feature I have to key in to observe this station?

 

[4merAvaya]

You can either add a serv-obsrv button on your phone or you have to add the Service Observe code to the Features form (change feature-access-codes). There are 2 different Service Observer features available:

Service Observing Listen Only Access Code:
Service Observing Listen/Talk Access Code:

You made it sound like you want the 'Listen Only' mode.

In the Call Center section of the System Features form is an option to play a warning tone to the person being observer. Some states require it.

Kevin

 

[Stinney]

You can add a serv-obsrv button.

You might need to add the feature access code(s) as well:

Service Observing Listen Only Access Code: 177
Service Observing Listen/Talk Access Code: 176

- Stinney
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