Silent Monitor

[killbox]

Is there any to make silent monitor work all the time?

As I see it, it only works on incoming calls to a hunt group. If a supervisor goes to monitor a call of an ext. and that person is on an outgoing call or an incoming call that came directly, it doesn't work.
Anyway around this?

Thanks,
Killbox

 

[jcatsbc]

If you set up stations you wish to monitor in an ACD group, you can silent monitor all calls. You need to build ACD group and log station in. Set up station which needs to monitor as supervisor, and you will be able to monitor all calls (incoming and outgoing)of ACD members. You can log in stations and just leave always logged in - no lines assigned - no recordings - the only thing you are porgramming in ACD is members and supervisors.

 

[killbox]

Do you have to have ACD keycodes?
Or can you do with a basic rotary or sequential hunt group?

The particular site I saw this at, has all the phone in a Broadcast Hunt Group and it doesn't work.

Thanks,

Killbox

 

[jcatsbc]

Yes - you will need key codes to set up ACD, but it is the only way I know to be able to silent monitor all calls. My customer specifically wanted to monitor outgoing calls

 

[killbox]

Thanks