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!

 

[ericturner]

Oh. I think that means I need a better phone. When on the other phone I log in but it says "Not Logged In" when I try to fnc 905

 

[Deweyhumbolt]

You need 2 Intercom buttons on the monitoring telephone.

 

[ericturner]

Ok. I think I am real close. I can see what the agent is doing on the screen but can't hear them in the headset...

 

[ericturner]

Ahh.... observ button... wasn't working properly first time - tried again and it worked. thanks!

 

[ericturner]

I suppose this will make RCC work now, too, eh?

 

[Deweyhumbolt]

Your getting out of control here eric. RCC is a whole different animal. So, get used to this first.

 

[ericturner]

Oh its no problem. I just figured RCC runs off skillsets and if the skillset is set, it works. I don't even really care about RCC yet. I am going to learn all about this now that I understand a lot more how it works.

Thank you a ton, Dewey

 

[ericturner]

Ok, so I'v been playing around with settings and still cannot find a solution for my question.


Can I force everyone to be logged into a skillset to place outbound calls? If they "foget" to login or something, silent monitoring obviously won't work.. but if they can't make calls without being logged in, they can't forget.

Also, I know how to program the phones individually to add the function keys to the speed dials, but can I do them all at once any way?

 

[Deweyhumbolt]

No, you cannot force them, because it's password protected. Just make it a managerial issue. All you need to do is pull up the Agent screen and you can tell whose logged in or not.

If you get RCC going there is a realtime sceen that is color coded depending on the type of call there on. (inbound, outbound, on hold, etc.)

 

[ericturner]

Yeah I am going to tackle RCC later this week. I have been reading the documents. I have also read it's a real PITA. I'll probably have questions... its running, I can get to it from localhost/rcc...but it doesn't connect to anything... still need to read more

 

[ericturner]

So now when a bunch of agents log in, it says Agents full... do I need to create another Skillset then? or can I increase the limit?

 

[Deweyhumbolt]

I would think with Pro Call Center you'd get at least 20. How many do you have?

 

[ericturner]

I have at least 20. I needed 20 (+ 2 sups - I didn't know the suprs would need to be logged in when i made original post)

 

[Deweyhumbolt]

I thought 20 would have been for Basic Call Center, and Professional would have more. Either way building another Skillset isn't gonna help. The limit is Active Agents.

You'll need to buy a keycode from Nortel to increase that total.

 

[ericturner]

Supposedly Professional allows 80 active agents. My screenshot clearly shows Professional... Hmmm...

 

[edmonton2]

Professional comes with 20 Agents, may be increased to 80. From price Book "NTKC0021 BCM Call Center Professional Software Authorization Code (includes 20 active agents can be increased to 80)"

Additional Agents:

NTKC0023 BCM Contact Centre (Pro + ICC) Agent - 1 Seat Authorization Code
NTKC0024 BCM Contact Centre (Pro & ICC) Agent - 4 Seat Authorization Code
NTKC0025 BCM Contact Centre (Pro & ICC) Agent - 8 Seat Authorization Code
NTKC0074 BCM Contact Centre (Pro + ICC) Agent - 16 Seat Authorization Code
NTKC0075 BCM Contact Centre (Pro + ICC) Agent - 32 Seat Authorization Code

 

[ericturner]

Crap.

I bet they want another arm and a kidney for another couple agents.

 

[goodsforu]

Hey guys,

Mind if I jump in for a quick question? I have a customer that is also looking for silent monitoring. The question is the customer does not care about call center features and skill sets, he and only wants to be able to listen in while the sales rep is on the phone.

Will silent monitor work if, the agent is logged in and a call is answered by the operator and then transfered to one of the extensions for the skill set?(i.e 224)

Mind you the call will be transfered by the operator, not to the CDN, but to the extension itself,(i.e 224) can you silent monitor a call then?

Thanks

TJ

 

[Deweyhumbolt]

For legal reasons it's not easy to silent monitor. But, they're three ways to do it.

1. You have analog lines where you turn off privacy feature on lines. So, the supervisor can access the trunk with direct selection of the line. (hoaky)

2. I think it started at 5.0 or 6.0. You can silent monitor and incoming only call, only if it's in a Hunt group. It requires password by supervisor. (only way if trunks are digital)

3. You can monitor any call to or from an agent as long as the agent and supervisor are logged into the same skillset.
(requires Call Center keycode, and as we learned above keycodes for active agents)

 

[ericturner]

goodsforu,

That is exactly what I attempted to accomplish first. I don't care about the rest of the Call Center Features, but I needed to silent monitor for QA reasons.

I could not find a way except with Call Center. Dewey shed light on it in the above posts.