employee silent monitoring

[RLyon]

I have a client who wants 3 of their employees to be able to monitor each of their phone calls for training purposes. I don't want to put them as supervisors.

[Tech Electronics]

RLyon,

Then how do you plan on using Silent Monitor since only Supervisors are allowed to do it or are you looking for another alternative to Silent Monitor?

Thanks,

TE

[RLyon]

I guess looking for a different alternative then.

[Tech Electronics]

RLyon,

Well, depending on the situation you have Group Listen which allows the user to let others hear the other side of the call through their speaker phone; not recommended in places where information is considered private; HEPA.

Then you have the standard dual headphones that someone else can plug in to.

The only other thing that I can think of is if they have a Call Recorder or if they Record Call then others can listen to the call afterwards.

Thanks,

TE

[RLyon]

Can I put them as admins and remove certain privileges. I guess what privileges does an admin that I can not change.

[Tech Electronics]

RLyon,

You don't make them and Admin of anything unless you want them in the system. All they have to be is a Supervisor over others in a Hunt Group. With that said there are no flags or ability changes you can make to a Supervisor if that is what you are asking.

Thanks,

TE

[RLyon]

Yes, i found it on page 424 of the manual (Supervisor and Agent Codes) Thank you

[RLyon]

Inside Sales Group
1326
1328 (admin of the group)
1337
1338
1339
1340
1349

Sales Training Group
1326 (admin of the group)
1337 (admin of the group)
1338 (admin of the group)
1339 (admin of the group)
1340 (admin of the group)
1349 (admin of the group)

Back to this issue. 1328 is the Sales supervisor. They want sales members to be able to monitor other sales calls except the hers (1328). I understand the feature codes. And currently have 2 hunt groups. Ideally would like to have 1 huntgroup and have everyone be able to monitor each other except no one can monitor 1328.

[DND ON]

Create a new hunt group, for the sole purpose of monitoring its members. Make everyone to be monitored a member of the hunt group, and make everyone who can listen a supervisor.

You won't actually route any calls to this hunt group.

[RLyon]

How does that allow ext. 1328 to monitor calls without being monitored by someone else

[Tech Electronics]

RLyon,

If you create a Monitor Hunt Group then anyone that is a member of that Hunt Group will be monitored; so don't put 1328 as a member.

Then you can put anyone you want to be able to monitor the members of that Monitor HG as a Supervisor. Before you ask, yes a person can be both a member and a supervisor.

Remember not to send call to the Monitor Hunt Group.

Thanks,

TE

[RLyon]

Why can I not send calls to it? That's the whole purpose of it. To allow a salesperson take an incoming phone call and allow others to listen in and critic on how he/she did and what could be better. The hunt group would be an extension on a call routing table.

[Tech Electronics]

RLyon,

I think you are forgetting how Silent Monitor works in the MiVO-250.

The extension can be monitored regardless of where the call comes from if it is supervised by another extension in any Hunt Group; it isn't limited to the Hunt Group the call comes through. This makes it a very powerful feature, but also one that can be abused.

Thanks,

TE

[RLyon]

I apologize, but they they do not want to put the extensions in a hunt group. They want the receptionist to be able to transfer an incoming call to say ext. 1326 and allow another extension to barge in of a select group of people

[DND ON]

You clearly don't understand how this works. Here's how to proceed:

Create the monitor hunt group, then add members and supervisors exactly as previously instructed. Don't tell anyone what you did.

Inform the end users that they can now monitor and barge into calls as they requested.