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How to listen in on remote agent calls?

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avayaaacc

avayaaacc

MIS
Jul 4, 2014
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For onsite agents, we have physical Nortel 1150 IP phones with a headset splitter. We are looking to start utilizing remote agents but would like to have a way to listen on their phone calls. They will be using the Nortel softphone with a wired Plantronics USB headset. What are the common options to accomplish this? FYI we are using AACC 6.3
 
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RAO card, remote agent observe.

JohnThePhoneGuy

"If I can't fix it, it's not broke!
 
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On basic ACD you can, from a supervisor enabled phone, enter the agent log in number and listen in. Not sure if this is the same for Symposium "Virtual" numbers. Might be worth a test.
 
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Is it possible to create a supervisor-enabled phone from the Element Manager web GUI?
 
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