Service Observing

[TheCardMan]

I am new to Nortel. I am on a Option 81c with CCM 6. The PBX and Symposium was recently upgraded to the latest versions. I need to understand how Service Observing works in the Nortel. My 25 years using AVAYA - I had access codes that allowed whom ever had permission in thier COR to punch in an access code followed by the extension of the phone you wanted to monitor or the VDN of the specific client line you wanted to monitor. One code was for silent monitoring where no one could hear the monitor and one access code was for if the supervisor wanted to break into a call and speak as well. I could monitor any phone or VDN in the system that had the permissions wether it be an ACD phone or regular office phone.

How does this compare to what the Nortel can do? I am being told that in Nortel you first have to be an ACD Phone to monitor, then you need special buttons on your phone configured, you can't monitor anything that is not a ACD phone, you can't monitor by extension but rather by Station ID?, you can't monitor CDN's (Which is the equivilate of a VDN) and you can not be remote and monitor.

I have outside clients that want to be able to monitor thier CDN only from offsite location and I have executives that want to be able to monitot the call center.

How can I do this?

Any help and\or lessons would be greatly appreciated!!

Thanks

 

[mte0910]

In order to monitor an agent, you must have the observe button on the set, and that button can only be placed on a Supervisor set.

There is a card I believe is called the remote agent observe. This card allows remote users to monitor your agents. This card might solve all your problems.

 

[pronei]

Assign OBV to key 1-11 on a m3904 set or if a different set, assign any softkey other than key 0.

Assing SPV to ACD Key 0.

Assign AOS to CLS if you want this person to be able to observe other ACD supervisors.

To use Observe. Press the Observe key, then enter the position ID (not the DN) of the acd user u wish to observe.

 

[TheCardMan]

So if the VP of Call Center Operations wants to be able to Observe Agents, I have to make his phone a Supervisor Phone? Will this have to change his current layout of his existing phone? I want to make no changes to what he is currently used to on his normal phone. If it is just an addition of a button then that won't be so bad.

 

[Johnthephoneguy]

If his phone is not currently an ACD phone then yes you have to reconfigure it.

A simple solution would be to install a 2nd phone at his desk that he can put to the side, and use only for monitoring.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[captaingadget]

There is also the option to have SILENT monitoring, if not selected the agent will hear intrusion tone when being monitored.