Just thought I'd share the new features now available with Silent Monitoring.
Really nice we can now monitor non-prime lines and have 6 supervisors monitor at same time.
Ralph
Enhanced Silent Monitor
Silent Monitor enhancements are available to all platforms.
• Class of Service controlled monitoring of non-prime lines.
- COS option "ACD Silent Monitor Accept Monitoring Non-Prime Lines" - enable in agent COS to monitor non-prime line appearances on the target device
- Monitoring is invoked by dialing the the prime DN but is applied to whichever line (prime on non-prime) is in use.
• An agent’s telephone can be monitored over all the agent’s call states, including listening to dial tone, dialing digits, listening to busy or ringback, talking, and interacting with voice mail.
•Multiple supervisors (up to six) can monitor the same agent.
•Record-a-Call can be used during Silent Monitor sessions.
- Record-A-Call and Silent Monitor can be active on the same party, but not ACD Help.
- If ACD Help is active, the record-a-call cannot be activated.
- Similarly, if Record-A-Call is active the ACD Help cannot be requested.
