ACD Monitoring

[radrman]

Is it possible to monitor personnal DN calls if the phone is setup as an ACD set?
If so, How can I turn off this feature?

 

[Nortellian]

Yes it is possible. Not sure how to turn it off.

 

[johnpoole]

take the monitor key off of the supervisor set.. don't do a change, disu the tn, prt it, out it, and put it back in without the key...might be eaiser the fire the person in question

john poole
bellsouth business
columbia,sc

 

[brewerdude]

Once you build a set as an ACD it can be monitored by anyone who is setup as a SUPV and has an OBV key. Unfortunately, there is no way for the PBX to detect the type of call that is occuring during observation.

If agents are concerned about being monitored on personal calls and feel they should know when they are you can turn on Observation tone in the ACD block.

The users will hear a tone during observation depending on how you set it:

OBTN (NO) No Observation Tone given
AGT Audible Observe Tone to Agent only
ALL Audible Observe Tone to all parties

However, in most call centers, management does not want the agent to know when they're being observed. That way, they'd never know the true behavior of their agents. If a manager happens to observe a personal call they're supposed to hang up.