Silent Monitor

[OldNortellian]

I have a BCM450 R6 with Contact Center. When I am logged in as a supervisor, I press F905, I then press OK to be logged into Skillset 1, I enter the agent ID to monitor, then OBSV. The display shows "IDLE" and a timer. When it changes to "BUSY", I do not hear anything. Any help would be appreciated.

 

[snowman50]

Programme the f905 on to a button.
I don't think you can dial it.
It must be on a button,,,

 

[OldNortellian]

doesn't work either way, button or dialed. Is this the right application? By logging in, and pressing F905 should I be able to listen to the calls?

 

[snowman50]

I take it the agent us also in the skillset

 

[cook1082]

I saw something about also programming the Norstar for silent monitoring.

 

[OldNortellian]

Snowman was correct. Has to be a button. I was confused by the display reading "BUSY", I thought this meant agent was on a call, when in fact, it meant the set was in MAKE BUSY.