ACD silent monitor - MiCollab softphone

[Martin]

Hi all,

Does anyone have any detail around ACD silent monitoring when it comes to contact centre setups where all ACD based agents are using MiCollab softphone and Ignite rather than Minet based deskphones? I have tested monitoring from softphone to softphone and it just doesnt work..

I have found some information which says its not supported however don't know if anyone else knows if there is a workaround or if this is a feature in development?

Thanks

[lundah]

As you mentioned, it's not supported. I've requested it as an enhancement in UserVoice, but I'm not going to hold my breath waiting for it. Best workaround I can come up with is doing the live monitoring from call recording instead.

[Martin]

Thought as much, thanks for the reply. They use ASC based call recording at the moment so I'll see if this is something we can implement.

[lundah]

Thought as much, thanks for the reply. They use ASC based call recording at the moment so I'll see if this is something we can implement.

ASC is supposed to allow live monitoring so that would be the way to go. I haven't set it up yet so I can't help much on that front.

[mark.vanderheijden]

There is a workaround please check KMS article SO5334, you can do something with SIP adaptation.

[billbry66]

workaround didnt work for me

you can monitor a softphone from a deskphone but not the other way round
initiation of the monitor ( from softphone)seems to conenct but there is no audio

[sarond]

I'm curious if your pcap shows the change of sendonly to sendrecv.

[august]

This workaround work for me.

[lundah]

There is a workaround please check KMS article SO5334, you can do something with SIP adaptation.

This didn't work for me. Dialing My FAC+agent ID from MiCollab gives me an error: "Call failed - The number was not recognised.". FAC is *321, agent ID for my test case is 1599. I can do it from a desk phone using the same login (Supervisor is also an agent).

[johnp]

This didn't work for me. Dialing My FAC+agent ID from MiCollab gives me an error: "Call failed - The number was not recognised.". FAC is *321, agent ID for my test case is 1599. I can do it from a desk phone using the same login (Supervisor is also an agent).

Just remember, that any digits dialed greater than the extension value in micollab for the pbx node will insert the dial out value digit(s)

[lundah]

This didn't work for me. Dialing My FAC+agent ID from MiCollab gives me an error: "Call failed - The number was not recognised.". FAC is *321, agent ID for my test case is 1599. I can do it from a desk phone using the same login (Supervisor is also an agent).

Just remember, that any digits dialed greater than the extension value in micollab for the pbx node will insert the dial out value digit(s)

Ah yes, the old extension length gotcha. That did the trick, Gold star for you sir!

[Martin]

This didn't work for me. Dialing My FAC+agent ID from MiCollab gives me an error: "Call failed - The number was not recognised.". FAC is *321, agent ID for my test case is 1599. I can do it from a desk phone using the same login (Supervisor is also an agent).

Just remember, that any digits dialed greater than the extension value in micollab for the pbx node will insert the dial out value digit(s)

Ah yes, the old extension length gotcha. That did the trick, Gold star for you sir!

Thanks a bunch all whos posted here. Tried the workaround from Mitel along with changing the extension length in MiCollab to compensate for the FAC in the dial string and its worked a treat!