Listening in on conversations 1

[grey580]

Does the Norstar have the capability to barge in or lets say for training purposes a manager can listen to a call in progress?

If so how is that implemented? I looked and don't see that in the documentation.

 

[NTL555]

do you have a call center?


Nam555

 

[grey580]

yeah we have inside salesmen and are training some new salespeople.
the higher ups want to make sure they are saying/notsaying the right/wrong thing. so they can get better.

does norstar support that sort of thing?

 

[NTL555]

I still didn't get the answer I was looking for. What call center do you have? What type of system, what version.

Nam555

 

[luv2ski]

or maybe you could be a little more vague

ski season has started

 

[grey580]

gah sorry. it's a nortel norstar modular ics, I believe it's using mics 6.1 and we have a callpilot 100 for the voicemail.

 

[jkupski]

6.1 has a silent monitor feature for DNs in a hunt group. See the documentation.

 

[grey580]

I'm afraid that i don't have the documentation for mics 6.1 just 5.0.
either we lost it or it was never sent to us in the first place.
is there an online resourse with the pdf file?

 

[ThePhoneGURU]

here....check this..

http://67.18.128.226/~wedpho

Go to manuals..norstar

 

[grey580]

ty guru but your link is not working.

Luckily after searching around myself i've found the cd with the 6.1 documentation.

Now I'm going over the manual and see how to do the silent monitoring.
but i'm not finding how to actually give a telephone permission to silent monitor.
How in the world do i set that permission?

 

[ThePhoneGURU]

sorry..its wedopho..not wedpho..

Have you confirmed you have "hunt groups" set up?

 

[grey580]

yes we have 1 group set up. and after loooking at the manual i don't see how to actually assign a phone the capability to listen in on calls

 

[NTL555]

you can only monitor hunt groups if the call has been transferred there then transferred to you. You must also have no lines assigned to your phone and handsfree on your phone with 2 intecom paths.

Nam555

 

[grey580]

that doesn't make sense.

http://www.tek-tips.com/viewthread.cfm?qid=604872

over here you say.

"Ok,

Finally got time to work on MICS 6.1. Silent Monitor is priceless. Finally they made it.

Program everyone you need in a hunt group, set one supervisor, then do a Feature code, put in the password, put in the Hunt ground member dn, and it will listen in. If you want to join it will automatically connect you like a conference call."

How do i set a supervisor? I don't see that on my phone system.

 

[luv2ski]

what type of trunks are we using..and do you want to listen or record...are you using a call center...blah blah blah....must get a haircut and start drinking massive amounts of beer

ski season has started

 

[grey580]

Incomming lines are pri. i think we'd want to do both. though recording would be more important.

when you say am i using a call center i don't understand the question. so maybe we aren't. I've listed the equipment in previous posts.

 

[NTL555]

It makes perfect sense to me being that I did write that. It is also because I know what I am doing.

Pre-programming instructions are:

you can only monitor hunt groups if the call has been transferred there then transferred to you. You must also have no lines assigned to your phone and handsfree on your phone with 2 intecom paths.

Program everyone you need in a hunt group, set one supervisor, then do a Feature code, put in the password, put in the Hunt ground member dn, and it will listen in. If you want to join it will automatically connect you like a conference call.

If you don't know how to set up the supervisor.. you didn't read the manually. It tells you how to add a supervisor. Do a cntrl f and search for supervisor.

At this point I am going to recommend you to get someone who has much knowledge on the MICS 6.1 to come out there and program it for you. Just sounds like you never programmed one of the MICS before.

Nam555

 

[FletcherP]

Get Call Logging system.

 

[grey580]

Well I am reading the manual but the phone set does not have the set supervisor feature when i go to look at the setting. it's like it's not in there under ata.

Anyways we do have a guy we are paying to do all our phone programming. Unfortunately he's in lala land it seems. He didn't know that the phone system had that feature.
So like they say if you want the job done right you have to do it yourself. So here I am struggling to learn how to do it myself so i can get it done right

 

[NTL555]

its under terminal and set.. under capability..

CICS Installers Guide page 148-149.

CICS System Coordinator Guide page 180 on how to use it.



Nam555