want to listen to agents-how 1

[huntsville]

hi
in a callcenter ...

How can i allow Team leaders to listen to the agents on-call.

Agents are not ACD phones, Agent phones are configured as normal 3905, kEY 0 scr .with AST 00, and IAPG 1.

If i do override, i may some times forget to put mute on my phone. How can i enable mute automatically while i over ride? OR is ther any other solution to monitor agents?

 

[srmega41]

Use the Observe function, and set up the phones you want to observe from as Supervisors. Key xx OBV, CLS SPV.

In the CLS of the phone, AOS will allow one supervisor to observe another Supervisor. On the ACD config, OBTN is defined for who, if anyone gtes to hear the tone during observation. The choces are NO (by default), AGT for just the agent, and ALL for all parties on the call. The other ACD option is RAO, which is for Restricted Agent Observe. The choces are NO (by default) for no restrictions, YES for when the agent is logged out, and FULL, for when the agent is logged in. The RAO is for Observing an agents DN calls, as well as queue calls. If you set this to FULL, you cannot observe any DN calls on an agent set.

Hope this helps,

Soctt M.

 

[huntsville]

Hi Soctt,

In my case agent phone is not a ACD phone as i mentioned.
Calls will be on their DN.

 

[johnpoole]

those are easy to monitor if you add an analog appearence of the dn, and a scn on the team leaders set.. we use a headset with the transmitter removed.. or a handset with the transmitter removed.. either works without the mute key.

john poole
bellsouth business
columbia,sc

 

[johnpoole]

just tested the cls moda, mute on answer allowed.. try that one

john poole
bellsouth business
columbia,sc

 

[huntsville]

When i gave cls moaa, i get SCH1395 !!
my merl doesn't show up any reason..neither does it say more details of that feature.

that feature name looks like what i really need.can you find for me what is SCH1395 pls.

 

[srmega41]

Sorry, I am having short-timers desease and I somehow missed the "NOT ACD Agents" lines in your post.

Is it possible to invoke a reverse star when someone is unhelpful, like me? We should look into that.

Sorry for the waste of cyber-space.

Humbled,

Scott M.

 

[srmega41]

Mabye this can attone for my ignorance;

err sch1395
>

SCH1395
"On the M3903, M3904 and M3905, key 28 is reserved for the RLT
mnemonic.  No other mnemonic except NUL can be configured on that key"

Severity:  Info

This really does not match with what you are trying to do, but it might help a little.

Scott M.

 

[johnpoole]

scott, to make you feel better i just gave you a white star.

john poole
bellsouth business
columbia,sc

 

[huntsville]

THANK YOU ALL. ( i just got time to reply)