Call Training

[Frootbat]

The office trainer has asked if it is possible to have all of her trainees listen to her calls as a way of mirroring without having to take any calls. Is this possible? I know service observe is limited to one phone but is there any way of sharing this?

 

[AvayaEng]

Hi

You could try using a speaker phone. If you have voice recording you could listen there 2.


For more information:
See "Service Observing" in Feature Description and Implementation for Avaya Communication Manager, 555-245-205, for detailed information on service observing or Avaya Communication Manager Call Center Software Automatic Call Distribution (ACD) Guide,
07-300301.

 

[Frootbat]

I thought of the loudspeaker option, but the trainer is often training in the main office so it wouldn't work

 

[AvayaEng]

How many trainees are there? What phones are they using?

 

[Frootbat]

there are upto 8 trainees at a time (only 3 currently, and they could be using Callmaster 4's or 5's or possibly 8410's and 8434's

 

[AvayaEng]

beside making a little junction box which you could attach all the headsets to ... i'm not sure. sorry.

 

[Frootbat]

Thanks for the help AvayEng

the only other thing I was thinking was to have the trainees on a conference call with mute buttons on and somehow joing the trainers call to it, not sure how though