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How to listen in on remote agent calls?

How to listen in on remote agent calls?

How to listen in on remote agent calls?

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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RE: How to listen in on remote agent calls?

RAO card, remote agent observe.


"If I can't fix it, it's not broke!"

RE: How to listen in on remote agent calls?

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.

RE: How to listen in on remote agent calls?

Is it possible to create a supervisor-enabled phone from the Element Manager web GUI?

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