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You may want to discuss with your vendor getting the "Remote Observe PEP" installed. This will solve all of your issues from Product Bulletin P-2003-0131-Americas,
Nortel Networks is pleased to announce the availability of a Remote Observe PEP (Performance Enhancement Package) for North America and CALA which enables remote observation of agents in call centers based on Meridian 1 X11 25.40 and 25.40b.
With this PEP, remote users can dial into the call center from any DTMF phone and, following authentication, can observe calls based on Position ID. In addition, the PEP makes it possible to restrict observers to observe a defined subset of Position ID.
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