sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems MICS Call Monitoring

On a Norstar MICS 6, I have been playing with the silent monitoring because we have a client with a billing department who is concerned about the "aggressiviness" of his collectors and would like to be able to "drop in" on a conversation now and then. My question is: These phones are all set on DID's with assigned OLI's because each person has their own "account" and they don't take each others calls. Since this is the setup, they are NOT in any kind of hunt group. Is this going to prevent the silent monitoring feature from working on the Norstar system? At their previous location they had a Samsung with the Barge-in feature and are looking to do something similar. Thanks for the help, as usual it is appreciated from all and any.

Ther are 2 types of call monitoring... both are for incoming calls.

Hunt group silent monitor
Call Pilot Call center monitoring.

For some reason, they didn't think anyone would have a need for a supervisor to monitor outbound calls.

Are we talking copper trunks or T-1/PRI trunks?

If copper trunks, lots of options. If digital, more expensive options.

Yes it can be done. How much do they want to spend?

They are PRI trunks, with a local exchange DID to each keyset and each DID has an inbound toll free number assigned to it. They are wanting to monitor outbound calls mostly, which from what I am reading above kinda puts a wrench in the works. Any options, expensive or otherwise, that would allow monitoring of outbound and inbound calls?

There are many options for recording off of the PRI. Not cheap. You run the PRI through a PC and back out to the Norstar. There are several cheaper options. One is to use use a handset tap to a sound card in a PC to record calls on a station basis. I also just received a promo blast from a call accounting manufacturer that can record calls in a network environment. Have not demoed it yet.

I was just at https://www.konexx.com for someone else's question tonight and they make single unit recording devices, the local PD has them to cover their butts on what callers may claim later.

I've got another company up in Silicon Valley that taps onto PRI lines and records calls.

Do they want to record a couple people that know they are being recorded? Do they want it to be unknown, obviously for training purposes only?

Let us know what you are looking for and if they are serious. Many times I've gotten these "hot buttons" only to find out that $500 would be " lot of money for that." I ask upfront what the seriousness is and what the budget would be, you can spend most of a day doing all the homework and a proposal for someone who would waste all your time. Pre-qualifying these people makes sense.