Silent Monitor on Outbound for Call Center BCM400

[vegasnortel]

I havve searched all the threads, but cannot verify if Silent Monitor is available for outbound with Call Center Pro option. I know it is available at no charge with inbound hunt groups on MICS and BCM, but I need to verify this functionality on outbound calls for an outbound call center. Can a supervisor listen in on agents and join if necessary? Please advise. Thanks!

Rich Cizmas
Voice Plus
702-325-5805

 

[Deweyhumbolt]

Yes.

Adversity is Opportunity

 

[vegasnortel]

thanks Dewey. Also, will there be any meaningful reports for the supervisor for agent activity on outbound calls. I have already informed customer that the call center is designed for inbout, ACD/UCD functionality, queing (always spell wrong!), etc.. The Monitoring is very important, but will this be about the only benefit they gain on Call Center Pro for thier outbound setup? Thanks again in advance!

 

[Deweyhumbolt]

It could provide CLID/Timing on outbound, provided you have RCC. Queuing!

Adversity is Opportunity