I have a BCM450, R1 with CC. What they want is to be able to silent monitor Contact Center calls. When I log in and do a F905, and enter the agent ID, I hit the OBSV soft key and all I see is either "busy" or "idle" and how long they have been in that state. How do I listen to the calls? F*550 doesn't work because these phones are not in a hunt group, but in a skillset.
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Silent Monitor/Contact Center
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oldestgeek
Technical User
The agent ID you're using to log in with must be a supervisor and he set must have silent monitoring allowed in capabilities.
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To begin monitoring agent calls press the memory button programmed with F905.
After you press F905 Call Center does not route calls to you.
Press OK to accept the skillset shown or press NEXT or PREV to find the skillset you want to monitor.
Enter the Agent ID of the agent you want to monitor and press OK. You can press DIR to find the Agent ID in the Agent directory. You can monitor any agent logged into a skillset assigned to you.
Note: You cannot monitor an agent who is:
•on a conference call
•using an Answer DN
•on an ISDN or Companion set
•on any type of call if the maximum number of conference bridges are being used
Press INFO to display the Agent ID number, agent name, call state and the time in minutes and seconds that the call has been in this state. Call states include Idle, Not Ready, and Break (Incall, Outcall, Browse, AnsDN, Ringin).
Press INFO a second time to display the Agent ID number, agent name, and monitoring options again.
Press OBSV to monitor an agent. If another supervisor is monitoring the agent the OBSV button does not appear. At any time you can press the CANCL button to exit the monitoring session without logging off.
If the agent has no active call, has a call on hold, or is on a conference call, you hear silence. You do not begin to monitor the agent until the agent takes a call, takes the call off hold, or ends the conference call.
If you want to join the call, press JOIN.
You can press MUTE to mute your voice while you monitor.
NOTE: Depending on what system you use, the Join and Mute keys may not appear and the Info key appears instead.
To end the monitoring session press CANCL.
If you want to monitor another agent in the skillset press NEXT until you see the agent you want to monitor, and then press OBSV.
After you press F905 Call Center does not route calls to you.
Press OK to accept the skillset shown or press NEXT or PREV to find the skillset you want to monitor.
Enter the Agent ID of the agent you want to monitor and press OK. You can press DIR to find the Agent ID in the Agent directory. You can monitor any agent logged into a skillset assigned to you.
Note: You cannot monitor an agent who is:
•on a conference call
•using an Answer DN
•on an ISDN or Companion set
•on any type of call if the maximum number of conference bridges are being used
Press INFO to display the Agent ID number, agent name, call state and the time in minutes and seconds that the call has been in this state. Call states include Idle, Not Ready, and Break (Incall, Outcall, Browse, AnsDN, Ringin).
Press INFO a second time to display the Agent ID number, agent name, and monitoring options again.
Press OBSV to monitor an agent. If another supervisor is monitoring the agent the OBSV button does not appear. At any time you can press the CANCL button to exit the monitoring session without logging off.
If the agent has no active call, has a call on hold, or is on a conference call, you hear silence. You do not begin to monitor the agent until the agent takes a call, takes the call off hold, or ends the conference call.
If you want to join the call, press JOIN.
You can press MUTE to mute your voice while you monitor.
NOTE: Depending on what system you use, the Join and Mute keys may not appear and the Info key appears instead.
To end the monitoring session press CANCL.
If you want to monitor another agent in the skillset press NEXT until you see the agent you want to monitor, and then press OBSV.
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