Supervisor Agent Listen or Intrude another Agent

[culaterhappy]

Hello all:
we are building a call center using CT Connect 6.0 to connect to a Nortel PBX CS 1000E...and we can use 3905 Phone's AAG Key to Observe(Listen) other agent's ACD call...but we also want to do Observing (Listening) using
only softphone...and From CT Connect's mannul,we know
that Nortel PBX does not support singlestepconference(the function can be used to Observe Agent in Avaya or Alcatel OXE enviroment)...so can anybody teach us how to Observe
using softphone?

thanks in advance!

 

[DancingDave]

Do you have call recording? Can you monitor using that? I know it is a feature of the Nice suite.

DD

 

[dulfo666]

Set the softphone up as a supervisor class of service and use the OBV key.

 

[culaterhappy]

yes DancingDave ,we do have call recording system,and the
recording system can not do monitoring,and we want to do monitoring by softphone.

Thanks dulfo666 for your reply!!!And you said that "Set the softphone up as a supervisor class of service and use the OBV key". But we want to observe other agent using softphone,not pressing some key on the real phone.

What we want to do is that:from supervisor agent's software,show a list
of talking agents,and select one agent,and click an "Observe" button on the software UI,
then the Phone can automatically silent monitor the selected agent. To do this, the "Observe" button has to
call a function of "CT Connect" to do silent monitoring,
but dont know how to do it...Is it possible to just call
some function to do silent monitoring job?

Thanks again!