jimtpg

Are you by any chance, recording these agents calls? and if so, what type of D/A converters are you using? Dees makes a D/A converter that also has dry contacts that you could use to switch the audio back and forth on the headset. Not a pretty solution, but it would work, with a little hardware, and some time. Let me know if you have that type of equipment in place, and i'll tell you how to wire it up.

Jim

jimtpg

something else... about how many agents are you talking about....

MrClean61

We don't want to record at all. They just want to be able to broadcast the the audio from the show thorugh the phones while the agents are waiting for the next ACD call to come to them.

Thanks,
MrClean61

jimtpg

I was just wondering if you had any digital-to-analog (D/A) converters there like are used with some recording equipment. I know of no way to do what you are looking for within the confines of the pbx. Consequently, you will have to switch the audio back and forth between your external audio source, and the telephone itself. The D/A converters that have dry contact closures on them can control the switching, but you would also need power supplies, relays, and various other hardware to make it work. I was just looking for more info on what you had, before delving into the nuts and bolts of actually setting something up.

Jim

MrClean61

Thanks Jim.

As for the other information, I forgot toinclude it on my last reponse.

We have a 225 seat call center, using 2008D phones, and plantronic headsets (with the black controller boxes for muting and power). They don't use RANs or MOH presently.

Thanks,
MrClean61

Twisted

Sounds like overhead speakers would work...But you never have the set perfectly for everyone

jimtpg

I'd agree with Twisted on this. Not the best solution, but a workable one. Lots cheaper that where I was headed also.

Jim

Twisted

On rls 26 you should be able to page through sets...if u can do that you can set up some other audio the same way...but i still prefer the over head

bobbyb

This works on non-acd phones. Haven't tried ACD.
Let me know if it works on ACD sets

1). Get Audio feed into a small Bogen GA2 amp that has 600 ohms out.

2). Terminate 600 ohm audio out onto a COT trunk

3.) Make a RDB as follows:
TYPE RDB
CUST 00
ROUT 31
DES AUDIO
TKTP COT
NPID_TBL_NUM 0
PRIV YES
SAT NO
RCLS EXT
DTRK NO
ISDN NO
PTYP ACO
AUTO NO
ICOG IAO
RANX NO
TRMB YES
STEP
CPP NO
TARG
CLEN 1
BILN NO
OABS
TIMR ICF 512
OGF 512
EOD 4992
DSI 34944
NRD 10112
DDL 70
ODT 4096
RGV 640
FLH 510
GRD 896
SFB 3
CRD 0
TFD 0
LEXT 100
SST 3 0
NEDC ETH
FEDC ORG
CPDC NO
SPCT IMM
HOLD 02 02 40
SEIZ 02 02
RGFL 02 02
RVSD 08 31
ILLR 02 02
DRNG NO
CDR NO
MUS NO
RACD NO
MANO YES
EQAR NO
OHQ NO
OHQT 00
OHTD NO
PLEV 2
MCTS NO
ALRM NO
ART 0
SGRP 0
AACR NO

4. Make a trunk to look as follows IT is A Private Line Directory #
You give it a DN of your choosing

TN 048 0 05 01
TYPE COT
CDEN 8D
CUST 0
XTRK XUT
TIMP 600
BIMP 3COM
TRK ANLG
NCOS 0
RTMB 31 55
PRDN 1007
CMF NO
SIGL LOP
SUPN NO
AST NO
IAPG 0
CLS UNR DIP CND WTA LPR APN THFD
P10 NTC LOL
TKID
DATE NO DATE

6.Assign the Private DN to as KEY PVN XXXX to sets you want to hear Audio

7. Up to 30 sets can have this DN

8. If you need more sets you can bridge the audio feed onto another trunk but you may have to play around with the TIMP impedance or you get trunk errors.. You have to set one of the trunks to 900

9. Any user who presses their PVN key hears Audio.