Silent Monitoring? 2

[ericturner]

I have a BCM 400. I am an outbound only call center. Currently people come to work, sit down, dial 8+# without logging in to anything, and that is how it works. This is a sales center and the manager wants to be able to do silent monitoring. How do I make this possible? I have read in the documentation about it but it seems that to make it work I need to assign skillsets and a lot of other stuff? I am a newbie here, but willing to learn. Is this possible in a reasonable way? What will it cost?

Thanks!

 

[Deweyhumbolt]

I've been through this. Bottom Line won't happen w/o keycodes to activate the Basic Call Center or Professional Call center, same features just different sizes.

Then its easy, only supervisors can monitor, and its a ftr code that allows the supervisor to monitor any agent as long as he's logged into the same queue as the agent. He can also toggle between silent and barging in.

 

[ericturner]

I have CallPilot Professional Call Center keycode installed (IS That what you are talking about?), but have never used it (Company was sold it, but never used the features I don't think. I came into this after the fact)

 

[Deweyhumbolt]

Your golden because that keycode is expensive. You need to build a skillset, add agents and at least 1 supv.to it, they will have to log in and your good.

All the documentation resides on the harddrive, so follow it step by step.

 

[ericturner]

But can it silent monitor OUTBOUND calls? I have read it will only do inbound.

 

[Deweyhumbolt]

Yes, as long as they are logged in.

 

[ericturner]

Just to confirm this means I am set to go, right?

 

[Deweyhumbolt]

That is correct. It will not cost you anything but time, and its really not that difficult.

 

[ericturner]

I have a lot of manuals here, but none say call center professional.

1. Nortel Networks Call Center Set Up and Operation Guide
2. Multimedia Call Center Set Up and Operation Guide\
3. Nortel Networks Call Center Reporting Set Up and Operation Guide
4. Supervisor Guide

Where should I start? Would someone be willing to do some hands-on training? I catch on real quick. There are 20 agents. I have remote control software.

 

[Deweyhumbolt]

Item #1

 

[ericturner]

Okay. Thanks!

I will begin RTFMing

 

[ericturner]

So it talks about incoming skillsets.. I won't really have any incoming calls except 2 or 3 from people we expect... do i just set then up anyway and just expect no calls?

 

[ericturner]

And also it assumes I know what a control DN is and stuff... Hmmm.... :\

 

[Deweyhumbolt]

A control DN is just a DN that does not fall as a potential telephone DN.I bet you have 3 digit DNs, so pick a CDN that starts with a different lead digit. In other words your DN's are 221-286, make the CDN 300.

Big problems arise if someone unknowingly takes that CDN and applies it to a tel in the future.

 

[ericturner]

Thanks for all your help.

I use 4 digit DN's...

When I log in as a user FN 904 - 1 - <pwd> it logs me in, shows the name, then goes to "Exit". I am having trouble assigning to a skillset because when I go to the agents part of the skillset menu, it shows nothing..

 

[Deweyhumbolt]

You need to add agents in the Skillset menu, but you have to build them as agents first. Then when you click on the agent part of the skillset menu it will show you all the agents you built and you just click the ones for that skillset.

 

[ericturner]

here is my agent list:

and when i click "Agents" on the skillset...

 

[Deweyhumbolt]

Your skillset cannot be active while adding agents. You need to disable the skillset, add agents, then reenable.

 

[ericturner]

Ahhh... I see. Ok. Thanks. I successfully logged into skillset 1. Now there is an arrow at the top line of my phone.

 

[ericturner]

Ok, so I am a supervisor and I am logged into the system.

Another non-supervisor is logged into the same skillset.

I am attempting to use fnc 905 to monitor the other line, but it says "need 2-line set"

I am not seeing anything in the manual about this... silent monitoring starts on page 186.