Whisper Feature...what release? 4

[tromas]

I would appreciate any help on this. I can't find much on this. Is it on CCMS 6.0 or can you get this with lower releases?

 

[Milesprower]

By "whisper" if you mean a quick announcement in the agent's ear just before the call is presented, it is not supported by Nortel.

There is an optional card that can play an announcement to the caller when it is presented.

 

[dulfo666]

What I believe the whisper function is. Is for the ability for the supervisor to talk to the agent without the caller hearing.

 

[tromas]

The feature is sometimes called "whisper page" ...Just what dulfo666 said, a supervisor can coach an agent while on a call. I couldn't find anything about it on the Nortel site and google it only comes up with Cisco and Avaya using this. I don't have a Nortel rep at present time...So thank you for the responses.

 

[sandyml]

It's not a Nortel feature ....

 

[M1PBXtech]

I was an on-site tech. a few years ago at a Nortel/Symposium call center and we used whisper to help a call center agent who had some vision difficulty. The site had an aspect IVR that used symposium link services to interact with various scripts in symposium. The IVR would give the name and the language of the skillset to the agent before connecting the caller. It worked very well.

Aspect IVR is basically the old Nortel open IVR. I'm sure there are other IVR's that work with Symposium link services that could do the same task.