Supervisor Silent Monitoring Issue 1

[ahallai44]

Has anyone experienced problems when the supervisor monitors a call center call that both the caller and call center agent hear a loud click "barge in".

 

[phoneguy427]

Did you set silent monitor in the mics to yes?

When in doubt RTFM (read the friggin manual)

 

[ahallai44]

Thank you for the reply. I didn't know there was a setting in the MICS programming for silent monitoring. Where is this located at?

 

[phoneguy427]

It's in system programming, feature settings.

When in doubt RTFM (read the friggin manual)

 

[ahallai44]

Thanks again but this is not for a hunt group. This is for call center calls. The supervisor accesses silent monitor with feature 905 after logging into the appropriate skillset. Like I mentioned before once the supervisor selects an agent to monitor both the selected agent as well as the customer can hear a loud barge in "click" on there phone. I'm hoping there is something I'm overlooking in the call center or MICS programming that I overlooked.

 

[phoneguy427]

Pretty sure I needed to change this for a CC supervisor to silent monitor.

When in doubt RTFM (read the friggin manual)

 

[ahallai44]

I'll give it a try next time I'm on site and see what happens. Thanks.