Wireless Analog ACD for supervisors

[shurtado]

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

 

[Nortellian]

http://www.allnt.com/customer/product.php?productid=18193

this phone is programmed like a m2616 and it is cordless so it should be able to do what you want.

 

[johnpoole]

that's a good set, you press a feature key on the set then the number of the programed key.. if key 4 is observe, on the wireless handset press feature 4... put a few of those in and was impressed... any digital key on a wireless

john poole
bellsouth business
columbia,sc

 

[shurtado]

Thanks for all the info!


Stephanie