Two Agents - One Phone

[ThurstonH]

Our previous call center used Plantronics Headsets to allow for a form of silent Y-connecting. One agent used the handset, while another used the headset.

We had purchased 5330e phones with wireless headsets and were told by the salesman we could have one agent on the headset and one on the handset. This does not appear to be the case.

What are common call center solutions for side-by-side monitoring using the 5330e w/Wireless headsets? Is there a preferred way for us to do this?

[ralph]

I'm not sure you can do it the way you described it but there is a feature called "group listen".
The following is from the help files.
Ralph

Group Listen
Description

With Group Listen, a user can carry on a conversation using the handset or headset while allowing others nearby to listen to the person at the far end over the handsfree speaker. The handsfree microphone is disabled in Group Listen mode.
Conditions and Feature Interactions

    Group Listen should only be used in conjunction with the laws of the jurisdiction where the call is placed and/or the laws of the jurisdiction of the place being called. Mitel is not liable for misuse of this feature in a manner that does not conform with the applicable law (for example: laws involving wiretapping, eavesdropping, electronic surveillance, call recording etc.). Dealers should warn customers in writing that they are responsible for the use of this feature in accordance with the law, and that in many jurisdictions the party subject to the Group Listen feature must be made aware that the call in which they are engaged is not private.

    The telephone must be off hook with the voice path connected to the handset or headset (it may be part of a conference call or on Hold by the far end party).

    An Off-hook Voice Announce cannot be in progress.

    While in Group Listen mode, the set volume control adjusts both the speaker volume and the handset volume together.

    If the SPEAKER key is pressed or the handset is replaced while in Group Listen mode, the call becomes a normal two-way speaker call.

    If the TRANS/CONF, TRADE, or HOLD key is pressed while in Group Listen mode, the call follows the associated call processing and Group Listen terminates.

    Overrides will disable Group Listen if it is in use when the call arrives.

    Incoming pages to a set in Group Listen mode are disallowed; the paging party receives busy tone.

    The Microphone key is disabled while in Group Listen mode— that is, it cannot be used to re-enable the handsfree microphone.

    The Mute key (5212, 5224, 5312, 5320/5320e, 5324, 5330/5330e, 5340/5340e, 5360 IP Phones, and Navigator) remains functional while in Group Listen mode and has no affect on the Group Listen feature.

    The Group Listen key LED is on while Group Listen mode is activated, and off when not in Group Listen mode. The Speaker key LED (if provided) is also on while Group Listen mode is activated.

    Group Listen must be programmed to a key; no feature access code is provided.

Programming

Program a Group Listen key to the telephone in the Multiline Set Keys form or use Superkey (see Feature Keys for more information on Superkey programming).
Feature Availability

See the Feature-Phone Matrix (PDF or Microsoft Excel version) for a list of phones that can use this feature.
Operation

To activate Group Listen while in a handset conversation:

    Press the Group Listen key. Audio from the far-end party is now heard through both the handset/headset and the speaker.

To make the call a normal two-way speaker call:

    Press the Speaker key.

To exit Group Listen mode (and return to a normal handset/headset call):

    Press the Group Listen key.

To activate or deactivate Group Listen while in headset mode:

    Press the Group Listen key.

[ghost]

With the plantronics you should be able to use conference/training mode using 2 headsets

You have the first headset plunged as usual and while in use you pair the 2nd headset with the first headsets base

Another option (I admit does not fit exactly what you are asking for) is to use a second handset with silent monitor to the extension in question

In terms of what you described, sorry I haven't even tried to do that using a headset and the handset.

Hope that helps

[ralph]

Another option (I admit does not fit exactly what you are asking for) is to use a second handset with silent monitor to the extension in question

After thinking about it, it would seem silent monitor is the best way to do this.   
If your supervisor has a headset, they can silent monitor the extension from their phone and walk over by/sit by the trainee.
The supervisor will be able to silently monitor the conversation.

Ralph