Messages

1

Mitel Software Applications / Re: Supervisor Call Shadowing / MiTel Silent Monitor

« on: November 29, 2019, 12:17:19 PM »

Thanks for your reply.

I am not familiar with the platform itself but assume MiVB is the management platform. This is owned by a 3rd party and we do not have access to it. Our remit is to get the MiCollab client working on the VDI solution where it works currently on the physical PC's already. We will be trying to get some information out of the 3rd party next week to ensure any settings are aligned with the new delivery method.

All that said, it certainly sounds as though the platform supports barging / silent monitoring (which I expected it to given these are basic features of a call centre solution) and its simply a case of enabling it at the management level to authorised users.

Thanks very much for your feedback Ericlaracuente

2

Mitel Software Applications / Supervisor Call Shadowing / MiTel Silent Monitor

« on: November 29, 2019, 06:36:31 AM »

Hi All

One of our customers is using MiTel MiCollab on their Windows PC's. They are using the MiCollab client v7.3.0.366.

We are looking at moving to a VDI solution and part of that process is ensuring they can still listen on calls for training purposes. This is useful for both Supervisors and also new starters. Our VDI solution endpoint does not support dual audio output presently so I am reviewing what is the best way to achieve this going forward.

They currently do this by simply plugging in a set of analogue headphones to the 3.5mm audio out jack (the host user is already connected using a USB headset such as a Jabra). This seem a bit antiquated and I assume that the MiCollab software permits some form of supervisor mode so others can listen to calls from their own machine / desk, rather than shoulder-surfing.

I have read about MiTel Silent Monitor but not sure if this applies to the customer platform. I can only see very limited options on the MiCollab Client. Is there an Administration console that permits a higher level of access (a 3rd party manages the MiTel solution but they are not offering much information) that would in turn allow certain users to use Silent Monitor or a similar call shadowing feature?

Thanks in advance for your support