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Conferencing Agent Observing

Conferencing Agent Observing

Conferencing Agent Observing

We operate three call centers, all primarily out-bound. Our clients like to join in monitoring the calls. Currently, we have two different methods to do this: the first has the supervisor using service-observing on their phone, and then dragging over another speakerphone, which has a conference call in progress between the supervisor, the project director (at company HQ) and the client (could be anywhere in the world) so that thosed conferenced in can hear the service-observing. For obvious reasons, the call quality is very low. Definity documentation state that using the conference, transfer (etc.) buttons while in a service-observing state is not possible, hence the two phones. This is done at two centers, both running G3siV6's.

Method two uses devices known as Melco's. These work great, but are basically a draw on the line, so that the customer can barely be heard at all. This center uses a System 75.

I'm wondering if there are other devices being used for this purpose that do not place such a drag on the line. Has anyone out there had any experiences - good or bad - with anything similar?

Thanks in advance -

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RE: Conferencing Agent Observing

May be I don't understand the question, but if your problem is in service observing warning tone you can disable it in system feature form?
If you mean that conference makes bad quality may be you can use listen only feature-access code for serv observ, if this is enabled into your customer options(Service Observing Remote/by FAC? -Yes).

RE: Conferencing Agent Observing

No, the issue is not with the warning tone. The supervisor uses the service-observe feature on his speakerphone in listen-only mode. The conference with the client is on another speakerphone sitting next to the supervisor's phone. That seems to be the only way we can involve the client in the monitoring without actually having the client in the call center. The poor quality comes from one speakerphone "listening" to another. It picks up all of the background noise, other agent's talking, etc. All because the service-observe feature does not work in conjunction with the conference button. I'm looking for another way to achieve this with better call quality.

- Duaneness

RE: Conferencing Agent Observing

do u want to conference a call which is being observed? definity features dont allow this.
but then there is one way to do it.u must be haveing a remote service observation number for which u have deifned a VDN and A vector.

u can dial that 11 digit number used for remote observing if u want to have a conference while observing.

let me know if this works for u.


RE: Conferencing Agent Observing


We have a solution for this problem with the remote acces login.

the customer dial the agent observer by a problem number or by the attendant and after the observer agent make a call on the remote access insert the barrier code insert the FAC and the vdn number or the agent number to observe. If you don't want to give the remote access number you can setup a vdn with a vector.
the only problem is the telecom cost !!!

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