|
Joined: Jul 2006
Posts: 1
Member
|
OP
Member
Joined: Jul 2006
Posts: 1 |
Hello all,
I have minimal experience with PBX systems and my regular phone service person is being less than helpful.
I have a CallPilot 150/Mini and 20 Nortel T7316 phones. We are using the Call Center "ACD" features for call queueing.
I am trying to enable call observation (or "monitoring") to help train a new employee by having him listen in on calls.
The manuals I have found suggest that I can enable the user as a supervisor, then use the CHNG button when logging in to enable Supervisor and then monitor calls. However this doesn't work at all for any of my sets. I only see the CHNG button when the user is assigned to two Skillsets, and it does not display the Supervisor option.
The user is enabled as 'Supervisor' via CallPilot's web interface.
All help very welcome! (and perhaps I'll give my business to someone else than my current phone people).
Thanks, Joshua Thomas
|
|
|
Nortel Phone System Service in Canada
Do you need a Nortel Phone System technician or specific Nortel parts?
Atcom to the rescue! Our telephone techs have qualified experience servicing and troubleshooting Nortel CICS, MICS, & BCM telephone systems.
Service in Canada from sea to sea.
|
|
|
Joined: Jun 2005
Posts: 2,256
Member
|
Member
Joined: Jun 2005
Posts: 2,256 |
Hi and welcome to the board Joshua I haven't had much experience with CC. Perhaps one of the other guys will be able to help If you need a new local vendor, do a google in your town for Nortel telephone systems. Hope everything works out for you, goodluck :thumb:
|
|
|
|
Joined: Oct 2005
Posts: 4,685 Likes: 4
Member
|
Member
Joined: Oct 2005
Posts: 4,685 Likes: 4 |
These are not simple issues for a novice. I'm sure you can find a new vendor in San Jose. Check the Sundance "find a vendor" page.
Marv CCNA, CTUB TeleMarv Services (Retired) Providing telecommunication solutions in Ottawa Canada since 1990
|
|
|
|
Joined: Dec 2005
Posts: 3
Member
|
Member
Joined: Dec 2005
Posts: 3 |
I have set up one call center for a customer, but I don't believe there is any silent monitoring available with the Call Pilot.
The MICS/CICS has silent monitoring available but only on incoming calls with a destination pointed toward a hunt group. I have never understood why Nortel would add a nice feature like silent monitoring but only make it available for incoming hunt group calls.
|
|
|
|
Joined: Oct 2005
Posts: 4,685 Likes: 4
Member
|
Member
Joined: Oct 2005
Posts: 4,685 Likes: 4 |
The CP 3.0 has monitoring. When paired with a MICS/CICS 7.0 it has silent monitoring.
Marv CCNA, CTUB TeleMarv Services (Retired) Providing telecommunication solutions in Ottawa Canada since 1990
|
|
|
|
Joined: Dec 2005
Posts: 3
Member
|
Member
Joined: Dec 2005
Posts: 3 |
Oops sorry - thanks for the clarification. I haven't worked with 7.0 yet.
|
|
|
Forums84
Topics94,262
Posts638,697
Members49,757
|
Most Online5,661 May 23rd, 2018
|
|
0 members (),
140
guests, and
24
robots. |
Key:
Admin,
Global Mod,
Mod
|
|
|
|