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Joined: Jan 2009
Posts: 94
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Joined: Jan 2009
Posts: 94 |
We have a TDA100 here in our office. We're installers, etc...
We used to have two COS setup. One was our generic employees, and then one was for managers. It basically gave us options to record calls and monitor in on our own extensions, so we could keep an eye on how employees handled calls, and jump on if need be.
Well recently the boss wants things changed. He wants me to only be allowed to monitor MY department, and he doesnt want ANYBODY to be able to monitor him.
Is this possible? Can I set it so certain extensions can be monitored in different Class of Services??? Or is it all or none?
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Joined: Aug 2009
Posts: 1,118
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Are you saying that you are a supervisor of a icd group ? is the boss a member of that group?
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Joined: Jan 2009
Posts: 94
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Joined: Jan 2009
Posts: 94 |
Right now we dont have supervisors/etc.. setup in the system basically I did this originally
COS #1 - all employees
COS #2 - CEO/COO/Myself (IT Director)
and i could monitor everybodys calls (but i only ever monitored my own staff)
Well recently the CEO doesnt want me to be able to listen to him (even though i never have, he just doesnt want to chance it) so he wants it as follows possibly, although maybe in a different way?
COS #1 - IT Employees
COS #2 - IT Manager (me)
COS #3 - Sales Employees
COS #4 - Sales Manager
COS #5 - All Other Employees
COS #6 - CEO/COO
So basically COS #6 can monitor EVERYBODY
COS #5 cannot monitor anybody
COS #4 can monitor people in COS #3
COS #3 cannot monitor anybody
COS #2 can monitor people in COS #1
COS #1 cannot monitor anybody
Make sense?? I dont have ICD groups setup yet... actually thats not true, we do have ICD groups setup for the above as we have a SUPPORT line and a SALES LINE that rings all sales staff or SUPPORT (IT) staff.
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Joined: Aug 2009
Posts: 1,118
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Posts: 1,118 |
how are "monitoring calls" are you barging in with executive overide feature?
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Joined: Jan 2009
Posts: 94
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Posts: 94 |
Sorry yeah. I think its when i call an extension and its busy, i hit the 5 button or so and it allows me to listen in. Then i can press the OVER button on my phone and i can join the conversation.
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Joined: May 2003
Posts: 2,924
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Joined: Jan 2007
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Look into executive busy override deny.
Aaron
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Joined: Aug 2009
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So you executive over ride and then you hit a record button !
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Joined: Jan 2009
Posts: 94
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No need for recording, enabled it, never used it honestly. Just want to be able to monitor only CERTAIN extensions, while boss can monitor anybody.
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Joined: May 2003
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Joined: May 2003
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it's system wide and in the manual.
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