Supervisor phones

[afrchilli1]

1:Is it possible to make outbound calls from a supervisor phone without logging into the queue?
2: Can supervisors observe agents without loging in?

Any advise appreciated

 

[Johnthephoneguy]

Yes and yes

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[BigDogJeff]

Yes on both counts. Build an ACD and set HOML and RDNA to "NO". Then build your manager phones on that ACD.

Jeff

 

[afrchilli1]

Thanx guys

Hope it works - havent tried it yet.

Would this affect any of the agents if i change it on an existing acd - during working hours.

Thanx

 

[Supernn]

As you do not login to the ACD queue this won't affect the others.

 

[Supernn]

Correction, If you modify the ACD all changes within that ACD are effective after saving the changes. Of course any changes made are for all agents equal. It does not affect users waiting.

If you want to make sure they are not affected create another ACD group, in which you only assign the Supervisors.

As you only use it for observing this might just do the trick for you.