"Real time" activation of Group Listen

[avayacy]

I have the following question: on an IPO 500 release 4.2.x, is there a way to listen to a conversation, without the caller knowing about it and to do it during the call if the need arises. With "Group Listen" you have to turn it on before the call starts, so that isn't what I want. Also "Call Listen" is not what I want, because the managers of this particular client do not want their subordinates to know that they have this capability. I want something that functions like "Group Listen", but can be activated at any time during a call, without the caller knowing about it. This client currently has an old Alcatel system that has this capability.

Thanks

 

[mattKnight]

>With "Group Listen" you have to turn it on before the call starts, so that isn't what I want

Why do you have to turn it on before the call?

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[avayacy]

In the documentation, it states that if Group Listen is activated during a call, it will not function for that call, but for the next one on.

 

[mattKnight]

What are you trying to do? Listen in to specific calls?

I'd use Call Listen, a totally different thing.... You might know it better as "Service Observe" - it allows a silent listen of a call in progress (but if you know what you are listening for - you can just hear the intrusion when it starts)

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[avayacy]

Matt thanks for your response, but you didn't understand my question. The client wants the following: when a caller served by an operator becomes sometimes angry, the managers want to be able (with the consent of the operators) to listen to the conversation without the caller to know anything. The "problem" is that the managers already use sometimes "Call Listen" and they do not want the rest of the employees to know about it, so they need another way that can be activated during a call and will be known by the rest of the staff.

Thanks

 

[TomMills]

cant you just not tell people about the function? except people who need to know?

you could build two moniter groups, one for the managers and one for everyone else. that way if people do get cheeky and try to listen to calls they arent supposed to they cant. but the managers still have access to everything?


0118999 88199 9119725..3

 

[IPOfficeIreland]

This brings me back to my recent nice bug list. In previous to 4.2 systems call listen worked so that when the Supervisor listened to the Agent the outside caller couldn't hear the supervisor but the AGent could.

Now in 4.2 the outside caller and the agent don't know they are being listened to.

So to answer your question, this was a bug (nice bug!) and now works the way you describe and want.