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Remote Agent Monitoring (Outbound)

Remote Agent Monitoring (Outbound)

Remote Agent Monitoring (Outbound)

We are running Rel 8 against an SER predictive dialler. If I try to set up remote monitoring on the ACD (ie someone can dial in over the PSTN to listen to Agents outbound calls) all you can hear is silence.

I've double checked the Class of Service, Applications etc but is just doesn't work. Monitoring works fine if you do it via trunk number or Application but if you wish to monitor individual extensions outbound it just doesn't play ball.

Anyone got any ideas????

RE: Remote Agent Monitoring (Outbound)

First question.  Can you monitor by extension internally?

RE: Remote Agent Monitoring (Outbound)

Yes, monitoring extensions internally outbound is not a problem.

The problem only appears when you try to monitor remotely via the PSTN.

RE: Remote Agent Monitoring (Outbound)

Unfortunately, I'm not very familiar with that particular predictive dialer, so this has me baffled.  The only thing I can think of off-hand is that the way the dialer connects to the Agent prevents Aspect from tying that to an outside trunk for monitoring by extension.  But that's just grasping.  

RE: Remote Agent Monitoring (Outbound)

How does the SER PD work? Does it send CTI info to the ACD to have it place calls or does it use a nailed up connection to the agent via a Tie Line like a Mosaix Dialer?

RE: Remote Agent Monitoring (Outbound)

The dialler connects to the ACD via an ethernet App Bridge link. Basically the ACD acts as a slave to the dialler server dialling numbers that are fed into it from the dialler server.

RE: Remote Agent Monitoring (Outbound)

Ok, the only obvious thing I haven't asked yet.  Can you monitor agents that are not being fed by the dialer from an outside trunk?

RE: Remote Agent Monitoring (Outbound)

Yes you can set up outbound calls manually & listen to them remotely so I'm wondering if it's the way the dialler sets up the call?

I've also got the feeling that because the Aspect extensions are signed on via the App Bridge rather than by the Agents manually logging the telset on this may be causing problems?

Your support so far is much appreciated...!!

RE: Remote Agent Monitoring (Outbound)

I wouldn't think the remote signon would have an effect, it's still the same extension and instrument.

Ok, next round....  Does the dialer send connect commands to route the call directly to an agent, or does it queue inside a CCT once an answer is detected?

The only thing I can point to right now, outside of some manner of malfunction, is that the way the calls are routed creates a 3rd party effect, which prevents Aspect from connecting the agent's dtic port to an outside trunk.

RE: Remote Agent Monitoring (Outbound)

Calls are routed directly to an agent.

Calls are answered via the Answer Detect Card (utilising virtual agents)could this be the problem?

RE: Remote Agent Monitoring (Outbound)

I poked around Aspect's tech library and knowledge base, but I couldn't find any definate answers that say you can't monitor by extension via Answer Detect/Virtual Agent.  Depending on what kind (if any) of support contract you have with Aspect, I'd say it's time to call them in.  

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