Supervisor Phone, monitoring lines?

[gpedroni]

Hey guys,

I have a Customer Service manager, who I have to program her MLX-28D phone to be able to see what reps are on a line. I'm not sure what feature this is to program onto her phone. I'm the "new" technical support guy at my company, and had zero training on the phone system Its an OLD merlin 3 system, with intuity. I am using winSPM 9 to remote into the phones and program them. i'm just learning as I go. But, I'm not sure what this feature is called? Thanks in advance!

guillermo

 

[tdaugirdas]

There is a "monitoring" option built-in to newer versions of the Legend operating system - but I do not know what version you have. You can go into menu, maintenance, inventory - and the first piece of data will be for ther processor and tell you processor type and software release. Is the system set up as "square" - all lines on some phones, or "hydrid/PBX" (lines grouped in pools). If you have to press a "SA Ring" button to get an outside line, the lines are in pools. However, you can assign specific lines to her telephone buttons using extension programming.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cvrbob]

if you just want to see if the agent is on the phone then use auto dial inside, if you want to monitor the calls being used by your agent then you need service monitoring ,which started with release 6.1

 

[chicagotechsolutions]

I have a legend R7 V12 (CKE 3), how do you access the monitoring feature?

Thanks in advance

 

[tdaugirdas]

The Service Observer MUST be using an MLX phone. Set up a Service Observing Group via extension programming. Include extensions to be observed and the extension of the observer - that's about it.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

You have to set up a SERVICE OBSERVING GROUP.

The GROUP will have MEMBERS, the folks being OBSERVED and the OBSERVER, the person listening.

The only other option is TONE, YES or NO!

So, to set it up, it's Extensions, More (a few times) Service Obvs, and then you get the 3 choice menu.

I hope this helps.