Hi-Tech

I know with ACD, the supervisor can montior the agent's pdn not sure about the rollover. It can also be shown in the reports. Might want to give the ACD NTP a look over as I do not recall what needs to be turned on

swish1019

The ACD stuff is working correctly, but it doesn't really suit the needs of the user. I tried adding the extensions she was trying to observe onto her phone, but then they would ring when the observee's phone would. I guess the proper question would be is there a way to set the phone to ring on certain extensions, (primary and secondary) but not the extensions she is trying to observe.

acewarlock

The below is takan from the NTP's, in effect just put all the ext number on supervisor's phone and change her/his CLS to POA and she/he can listen in on call, but unless she/he is using a muteable handset or headset they will beable to hear her/him


Multiple Appearance Directory Number
If a Multiple Appearance, SCR/SCN DN is shared by Meridian 1 proprietary
telephones only, Privacy is in effect. No one can enter a call unless the call is
first placed on Hold, or unless Privacy Release is activated to allow another
appearance to enter the call. If this configuration is shared between these
telephones and single-line telephones, Privacy is not in effect for any
appearance of the DN. Anyone sharing the DN can enter the call at any time.
Feature implementation
Task summary list
The following task is required:
LD 11 – Allow or deny Privacy Override on a Meridian 1 proprietary
telephone.
LD 11 – Allow or deny Privacy Override on a Meridian 1 proprietary telephone.
Feature operation
To activate Privacy Override, press the multiple appearance single call DN.
You are automatically connected to the call.
Prompt Response Description
REQ CHG Change.
TYPE aaaa Telephone type, where:
aaaa = SL1, 2006, 2008, 2009, 2016, 2018, 2112, 2216,
2317, 2616, 3000
TN l s c u
c u
Terminal Number.
For Option 11C.
CLS POA (POD) Allow or deny Privacy Override.

John_In_Dakota

This is setup in Rls 23.5 on up. In CLS POD needs to be on.

John

__________________
We need change in this country...

jack

Short version, if Suzy Supervisor wants to monitor -- visually -- Wally Worker (ext. 1234 & 567

Add to Suzy's phone

Key x SCN 1234
Key x SCN 5678

Now if Suzy want's to listen in on the calls wwe are in a WHOLE different issue.

Jack

__________________
Dogs rollover Phones hunt

John_In_Dakota

They should now think about a recorder if they were to go with Jacks suggestion. Good suggestion Jack.

That way you could record all calls from the persons extension by connecting to the persons TN. Then every call the persons makes or recives they have to explain that the call is being monitored and or recorded for quality assurance.

__________________
We need change in this country...

Java_Bob

depeding on how many DNs you plan to keep track of you may need some AOM as well