Observe Feature

[ptrifile]

We have the call observe feature in our call center that allows you to listening to agents phone calls. Is there any way to listen to calls at the VDN/CDN or queue level?

I have used Avaya systems in the past where you can listen to calls as they come in to the queues, just have not figured out how to do this with the Nortel switch. Is it possible?

Thanks in advance!

Paul

 

[trvlr1]

As a tech you can do this a part of checking the performance of the system/lines, but not something you would want to give to an Agent/supervisor of an ACD group.
Maintenance Telephone set up will allow you to check lines, the instructions are in the manuals on how to set up and use.

 

[sandyml]

ptrifile - it is a different type of functionality, as you suspected. The legacy Nortel call observe is on the individual agent level.