Listening in to agents calls remotely...HOW ???

[SeanH]

Hi there,

Can anyone advise me on the following please.

We have our Genesys solution (tserver 7 + a few 6.5 bits and bobs) hanging off a Symposium server which connects to our Nortel Meridian Option 61.

I look after the Genesys elements but an external company manage the Symposium and the Nortel switch.


I have been asked if a supervisor on the helpdesk is able to "...listen in" to agents calls for quality and training purposes remotely, rather than having to plug in to the deskphone and sit alongside the agent who is taking the call.

Can anyone advise me please as to whether this is possible and if so, is it a Genesys, Symposium or Nortel piece of work that is required (or other !!)

Thanks in advance.

Sean

[cavagnaro]

Intrusion is a PBX feature, so you may ask your PBX provider, not your CTI.
I don't think Nortel has such feature.

[Jeff]

My initial suggestion would be to use Supervisor Call (Call Monitoring) which would allow you to listen in on conversations without leaning over the agent's shoulder.
Nortel has "Observe " feature, which can be easily accessed on your deskphone.

Of course, you can always add Monitor function to your Genesys softphone. After all, it is just TMonitor (Dn_Here). Asking your PBX technician ould be the fastest way, because probably you already have something available to you. Ask about Observe/ Monitor/ Supervisor Call.

[SeanH]

Hi guys,

Thanks for the replies.

So if i understand correctly, "Observe" is a Nortel specific facility that will be run on the switch - presumably its an option and needs to be purchased or does it come as standard with all versions / releases ?

Also, is it a switch side solution that i need as the call is handled by Genesys and Symposium - albeit the switch is the owner of all calls so the top of the tree.

We would obviously be looking for the quickest solution.....oh, and the cheapest !

TIA
Sean

[victor]

Correct me if I am wrong, but OBSERVE functionality is already built into most of Nortels.

As far as I know, Genesys does not charge extra for call-monitoring, but I am pretty weak when it comes to license.
Ask your PBX guy if you have this. And if you do but do not have the supervisor phones, there is TMonitor activeX function that will allow you to monitor any DN you want. If you want, I will write a small sample for you

[victor]

Here is the code :


[size=8pt][color=green]Private Sub TMonitor_Click()

    Me.TMonitor.Enabled = False
    isConnIdRead = False
   
    If Len(Me.TKeyPad.KeyPadText) < 2 Then
       
        Exit Sub
       
    End If
   

    ' Get the ConnId
    Dim rs              As TStatus
    Dim otherDN        As String
   
    otherDN = vbNullString
    otherDN = Trim(Me.TKeyPad.KeyPadText)
   
    Me.StatusBar.Panels(1).Text = "Checking Agent DN " + otherDN + "..."
   
    Dim myPair          As New CTKVPair
    Dim myList          As New CTKVList
    Dim myEventInfo    As TEventInfo
    Dim myConnId        As New TConnectionIDInfo
   
    myPair.Key = "OtherDN"
    myPair.Type = CKVTypeString
    myPair.StringValue = otherDN
    myList.AddHead myPair
    Set myPair = Nothing
   
    Set myPair = New CTKVPair
    myPair.Key = "VCM-PASSWORD"
    myPair.Type = CKVTypeString
    myPair.StringValue = CTI.VCM_Password
    myList.AddHead myPair
    Set myPair = Nothing
   
    Call Me.TLine.TSetExtensions(myList)
   
    rs = mainForm.TLine.TPrivateService(1)
   
    'rs = Me.TLine.TAnswer <- if you want to get connect to it right away
    Me.TMonitor.Enabled = True
    Set myList = Nothing
   
End Sub
[/color][/size]
Tell me if you want me to prepare a sample program for you. 
Cheers (BTW, it might be different for your PBX, but it is still worth a try )

Vic

[cavagnaro]

Hi Vic,

Interesting, but what does this code exactly do? TMonitor

By the way, do you have any code for transfer and most important cancel a transfer and return to the first call?

For what i understand for the subject SeanH want to listen the conversation of the agent from a remote site, not the contact center office or building.
On Alcatel we can do this creating a supervisor with an IPPhone and then he from home can connect to the PBX using a VPN and login as Supervisor and listen agents calls (Intrusion).
If Nortel can do that (which i believe must do) will be easy, maybe the IP license will be needed from PBX side.

Thanks

[Chattguy]

Have your pbx tech add an observe button on your phone and when you press observe and enter agents position id (easily seen in ccpulse) you will be monitoring their call without their knowledge.