Supervisor Mode 1

[jk77]

We have an Avaya Definity G3 PBX.

Is there such thing as a "supervisor mode" where our Help Desk manager can monitor (listen in on) Help Desk agent calls?

I've searched the documents specific to the PBX, but cannot find anything that looks applicable.

 

[lopes1211]

The feature is called "service observe". people need a COR which can be observed, managers need a COR which can service observe. Managers would dial the feature code for service observe, then the extension number they wish to observe.

-CL

 

[mgraval]

Be sure to check your state laws regarding Service Observe before implementing the feature. Treat it the same way as recording phone calls.

 

[jk77]

Thanks for the info guys...will do!

 

[phoneguy55]

You may want to read this.

http://www.callcorder.com/phone-recording-law-america.htm

 

[AWYNOne]

You may be legally obligated as well to tell your employees that you "May listen to calls at any time for quality assurance purposes."

Some companies require that an employee sign an acknowledgement that the company "has the right to listen to all calls" during the hire process.


"If you always do what you always did, you'll always get what you always got!" Anonymous