BDSAINT

I am trying to take more control over the amount of Observe phones we have on our floor. (25.40b w/ 2000 series phones) It seems that everyone, their mentors, and their mentors dogs have observe phones on our floor. I worry about this being abused on a couple of different levels. I worry about agents at night listening in on other people, even possibly other accounts when supervisors are not around. I also worry about supervisors having access to monitor accounts other than their own. This also can be a security risk for clients that may have Credit card information and other vital information that may be passed over the phone.

I don't know much about Auth codes, but would implementing these on the observe phones give me more security so that only supervisors (who know the code) can observe?

Is there any way to make it so an observe phone can only observe phones in its same ACD queue? or specific Position ID's?

How can I monitor through CDR or some other means who is monitoring who? I do capture CDR, I presume that data is in there somewhere right?

It would be great to crack down on these security concerns that I have. Any help or insight on this (as always) would be greatly appreciated.

Thanks all,
BDSAINT