Multiple Service Observe solution needed.

[theshrike1]

Hello,

I'm looking for any solution for training purposes to have more than just one person "Service Observe" or listen to an incoming call on a Station, VDN, and or Agent.

It appears that with the Avaya Service Observe feature only one person can Service Observe at a time on a particular call. And it appears you can not use any Conferencing features with Service Observe either.

I could have the trainee group in another office outside the call center all listening on one Speaker Phone, But I would prefer a solution where they can be in the call center and use their own phones.

System Info: S8700, CM 2.0, Call Center Elite 11.1, ACD/EAS Environment.

Any help/ideas would be appreciated. Thanks in advance.

 

[4merAvaya]

CM 5.0 offers multiple service observe.

Kevin

 

[theshrike1]

Thanks Kevin for responding.

Is there any work around, alternative way, or clever solution to getting more than one person to listen in on a call, besides upgrading and using a speaker phone?

 

[phoneguy55]

The work around is a software upgrade.

 

[SF0751]

Record the call and play it back later for training purposes.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[theshrike1]

Thanks Susan.

I tried using the "audix-rec" feature while Service Observing, but that did not work. So just having an agent record their own particular call directly should work for historical playback. Was hoping for Real-Time, but oh well.

Keep the ideas coming!