Service Observing

[MrsTech]

I have mulitple supervisors who need to have the ability to listen to only the members of their group. Do I need to set up a COR for each supervisor (observer) and a COR for each agent (observed)? I need to make sure that this is secure and that the observers can only listen to the extensions in their group, not anyone on the switch. How would I set this up? Please let me know. Thank you.

 

[SF0751]

You have it almost right; use unique CORs for each supervisor and each agent group.

If supervisor A is assigned agents B, C, D, E, and F, then Agents B-F have a unique COR that can be SO'd by supervisor A's unique COR. Make sure to label them.

COR 50 = Agent Group X (can be SO'd by Supv Group X)
COR 51 = Supv Group X (can SO Agent Group X)

COR 52 = Agent Group Y (can be SO'd by Supv Group Y)
COR 53 = Supv Group Y (can SO Agent Group Y)

Susan
You can have it all. You just can't have it all at once.

 

[MrsTech]

Thank you. Do you know how to turn off the warning tone heard be the person being observed?

 

[SF0751]

cha sys fea"; look on page 10 (or thereabouts) for the section on CALL CENTER SYSTEM PARAMETERS. Under SERVICE OBSERVING, set both Warning Tone and Conference Tone to N.

Susan
You can have it all. You just can't have it all at once.

 

[MrsTech]

Thank you so much for your help! I appreciate it.