Enabling Observe for CallCenter - CallPilot 150/Mini

Jul 06, 2006 2 Replies
I

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



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C

On BCM CallPilot, a supervisor needs to use F905 from a 7316 set to listen to other agents' calls. The CHNG key when logging in is purely to change what skillset you are logging into.

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B

Silent is available only if a MICS

7.0 or better KSU is used. Otherwise, muted mode is available. Only one mode is available at a time, so if silent mode is available, muted mode is not.
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