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

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:

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.

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.

The CP 3.0 has monitoring. When paired with a MICS/CICS 7.0 it has silent monitoring.

Oops sorry - thanks for the clarification. I haven't worked with 7.0 yet.