Hello,
Our call center supervisors use wireless headsets w/ the 3905 series phone. The supervisors log into a queue and take forced calls as they walk the floor. They also observe agents w/ the wireless headset.
We would like the supervisors to be able to walk the floor and observe "on demand". They want to be able to change agents they are observing remotely, instead of going back to their desk and keying in the new agent poision ID. They also would like to make outbound calls remotely while being logged into the queue.
Is there a way to program a 500 set and use SPRE codes to OBSERVE, NOT READY & LOGOUT & dial out? If not, is there another solution that would allow them to observe agents remotely?
Any help would be greatly appreciated!
Thanks!!!
Stephanie
Our call center supervisors use wireless headsets w/ the 3905 series phone. The supervisors log into a queue and take forced calls as they walk the floor. They also observe agents w/ the wireless headset.
We would like the supervisors to be able to walk the floor and observe "on demand". They want to be able to change agents they are observing remotely, instead of going back to their desk and keying in the new agent poision ID. They also would like to make outbound calls remotely while being logged into the queue.
Is there a way to program a 500 set and use SPRE codes to OBSERVE, NOT READY & LOGOUT & dial out? If not, is there another solution that would allow them to observe agents remotely?
Any help would be greatly appreciated!
Thanks!!!
Stephanie