ACD Supervisor extension Programming‏

[Miteltech06]

 
Hi,

I have a 3 navigators consoles programmed as ACD agent now I need to create a regular extension as ACD supervisor agent with silent capabilities, I finally program the extension as an ACD on the 3300 ICP and modify the class of service but I have problems making that extension or programming to see the 3 navigators I don't know what type of programming I need to do and I don't know if it need to be done on the 3300 or on the YA server, any help will be appreciate.

I can login on the superset as an agent or I can monitor the other agents the problem that I have is when I press ACD - Monitor - Extension I can see the display MB ---: Call Center 3 the light on the superset main line is on but I dont hear nothing what else I'm missing?  

thanks

[Mattmayn]

In order to do the silent monitor you must have the following:
-In the supervisor's COS enable ACD Silent Monitor Allow
-In the ACD agent's COS enable ACD Silent Monitor Accept (and depending on local laws and company policy you may need ACD Silent Monitor Notification).
-Feature access code for ACD Silent Monitor

After all of this is programmed you dial the FAC and enter the extension you wish to monitor. This can be done from any phone that has it allowed in their COS (does not have to be an ACD agent).

All of this is done in the 3300, not YA.

[Miteltech06]

great that works, I notice that I had the programming wrong I turn the ACD Silent Monitor Accept on insted of tge Allowed, thank you for the fast replay, also I notice on my test acd phone thta I can see the que but i only see the agents login but no info on the duration of the call or the long call record, I read also for the ACD can request help to the supervisor but I didnt see where I can program that or what to tell the ACD agent how to request for help.


Thank you,

[Lizc]

I have a followup question if someone can help.
In my call center, we have 420,425,430 phones.  The phones have a Request for Help feature. This sends a distinct ring to a supervisor extension, so the agent is asking the sup to start monitoring the call. The problem I have is I cant seem to get the request for help to route to a supervisor ACD group ( or path # ) . It only seems to work to the sups direct extension. Thats a bit of an issue, as I have multiple sups and I dont want the agents to have to know which sup is available. I want it to ring to a group of qued sups
Liz

[ralph]

See if you can add a multicall key to multile supervisors phones.  Then ring that key.

Ralph

[Lizc]

Thanks a Million Ralph.. That worked perfectly.
Liz

[Mattmayn]

A hunt group would have worked as well, correct?

[ralph]

A hunt group would ring a supervisor in circular fashion.  But there are issues.  If the supervisor is not logged in as an ACD agent the phone is automatically in make busy.  Phone won't ring.

A multicall key rings all supervisors at same time weather they are logged in/make busy or not.

Ralph

[v2win]

ring group maybe?

[ralph]

Ring group should do it too.

Ralph

[Lizc]

Great Info. Thanks. I'll keep ring groups in mind for future. I like the ringing the sups phones regardless of their ACD status.
Liz