Monitoring Calls

[tomtx]

We are running the 1120e phones and i need to know how we can setup our helpdesk extensions to be able to access the same line at the same time without having to do conferencing. I want to have 1 extension on both phones and if 1 person is on the line
then the other can pickup the same line and join the conversation.

We are running release 7.5. I have them currently setup as SCR but am thinking this might be wrong.

 

[Tman45]

I believe what you are referring to is the Observe function. This would allow someone to press the Observe key and dial the extension to silent monitor (aka cross-train on a Help Desk call). If so, you need an ACD license and be sure to configure key 0 as ACD DNXX and put SPV at the end of the key0 string. Then you need an OBV key programmed on the phone (usually somewhere in the lower range such as keys 2-5). If you want someone to be able to talk on the same line it is easier to use a headset Y cord with a mute switch so they can go to mute to listen or barge in on the call. I think even using MCR that whomever answers is where the call lands and you can't split the voice path between two phones without conferencing. Unless someone else on here can think of a way to allow that. Too early for me still.

 

[nessman]

Are you looking to have someone just listen in for "quality and training purposes" - or join the conversation mid-call?

 

[tomtx]

I would like to be able to have them join the call.

 

[trvlr1]

Try CLS POA

 

[tomtx]

Awesome, POA fixed it. Thanks!!!