atcomsystems.ca/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems DK424 Whisper

Is there anyway for a Supervisor to connect to a call either in a ACD or a regular connection that would allow them to listen to a conversation and talk to the person here with out the other party knowing? We don't want a Supervisor walking the floor jacking-in at the desk as it is currently done for the supervisor to monitor.

We are running a DK424 system.

Thanks
Dave

Some one may add to this later but im pretty sure the out side party can here whisper page.

What if you moved the plugin jacks to supervisor
position or remove the privacy so they can listen in ,maybe a modified headset and use instant messaging to telemarketers screen.

Real easy. NO
whisper page is 1 way so that wont work.

Why don't you talk to Mike Sandman (www.sandman.com)? He modifies just about every type of handset thre is with push to talk, push to mute, amplified handsets, noise cancelling handsets, etc.

I would think it would be possible to modify the handset so that a supervisor could listen into a conversation using the two receiver wires going into a Melco or Viking Silent Observing unit instead of a real dial tone.

If he could do that, a supervisor would dial a code to listen to the voice coming out of the particular receiver and be able to speak.

Modifying headsets is over my head, but if it can be done, Mike Sandman would be able to do it.

Is it worth enough money to modify a bunch of handsets and do a silent observing system (which I have a bunch of by the way.)

One other way would cost some cell minutes but would work perfectly.

The supervisor barges into the line via Toshiba or silent observation unit and listens. If he wants to feed info, he calls a cell phone (listening via a headset in his other ear) set to silent ringing and talks to the salesperson through an earphone (corded or bluetooth) resting in the salesperson's ear.

Customer hears nothing, sales person has cell phone earpiece in one ear, headset or receiver in other ear. Supervisor listens in with his phone and calls the salesperson's cell phone (which lights up, no ringing) and he/she answers listen to the supervisors pitch in one ear and the customer in the other ear. Just buy cell phones with lots of minutes. THIS WILL WORK.

All!
Thanks for the input. The problem is we don't want to buy/modify more equipment. At one time the Toshiba rep had shown me the option for someone to listen in on a conversation and to tell the inside party what to do/say. The Inside party could not respond back to the Supervisor though without the outside party hearing this conversation.
This was done on a DK280 system about 10 Years ago. At that time The company I was working for did not need that feature so I never played with it.

Thanks
Dave

Who is your vendor now ??

We are pretty much self-maintaining the system at this point.

It sounds like you need a cross between executive override and offhook call announce. I know of no way to combine the two.
JBW

For ACD calls, a supervisor can listen in on an agent while that agent is on an ACD call. The monitoring is one-way only where the supervisor cannot talk to the agent. Executive/busy override is not applicabe to acd calls. So, I don't see a way to do what you want.

Phonemeister
Could he monitor the call and if he needs to talk to his employee hang up and use OCA to communicate with him. I'm asking not suggesting so don't throw rocks at me.
JBW