SV8500 Quality Assurance

[phadobas]

I have this SV8500 with DT700 series SIP phones. What sort of Quality Assurance systems exist? What I mean by this is that there are some Sales Agents and there is a Supervisor who - at will - can monitor the Agents' conversations, silently or may be able to whisper in so that only the Agent can hear what's being said, and also recording of phone calls. This would be done on only a few select phones. I saw oreka which is an open source application that could do the recording, storing and retrieval of recordings, but the monitor and whisper feature doesn't exist.

Has anyone done this before?

 

[ethereal112]

the feature sounds like executive override which exist on the IPX2400, it can be muted from the monitoring side. The SV8500 should also provide this feature. As far as storing and recording, I'm not familiar with the SV8500 yet.

 

[phadobas]

I know about the exec override but that takes up a conference trunk which will prevent the agent from creating a conference while being listened-to. As for recording, I found Oreka which works great but solves only half of my problems...
Still looking for a solution.