Silent monitoring on enhanced call center - CallPilot 150

[norteld]

Greetings all. I have a customer with a CallPilot 150 using the enhanced call center. I was wondering if there was a way for a supervisor to monitor an agent without the agent knowing. Right now the agent hears a beep when they are being monitored, but the supervisors want to monitor the agents without then knowing. Is this possible?
Also, is there any equipment that would work with the CallPilot 150 and MICS (on a PRI) that would have a caller's account information (with the company) automatically pop up on an agent's computer screen when they answer a call?
Any help would be greatly appreciated. THANKS GUYS!

 

[phoneguy427]

In Norstar programming change silent monitor to Y, under feature settings.

When in doubt RTFM (read the friggin manual)

 

[norteld]

Thanks for the help phoneguy. I would have read the manual, but I have no manual for this system, and the customer has no idea what they did with theirs.
Would you happen to know about something that could connect to the phone system and computer network that would have a caller's account information pop up on an answering agent's computer screen?

 

[phoneguy427]

If you are in Canada, there is a company called Convertec. They have a database program with pop ups and any other info you want to show. Tell him Mike, x from TIP sent you, he might give you a deal. Say hi to him from me.

When in doubt RTFM (read the friggin manual)