We are using a Cisco 7940 series phone. I have two new hire CSR's coming soon. I want them to be able to sit with an experienced CSR and silent monitor calls as they are taken, without using a speaker. I can't find the solution to this anywhere. Surely I'm not the first manager to want to do this! Help!!!!!
Also,some wireless headsets can sync multiple headsets to a single base station. This allows more than one supervisor to listen to the call.
One example is the GN Netcom or Jabra 9350e.
I have a vague memory that sound was still coming out the earpiece on the handset when an agent had a headset on.
Could be wrong, could be headset specific - but have a try.
Two solutions really:
1) Software - get some call recording software that will be expensive and may allow you to monitor on headphones attached to a PC. Alternatively, create a Supervisor account and allow the new user to use that during the training period to silent monitor the agents.
2) Hardware - most headset vendors can supply you a Y-adapter that basically gives you the ability to connect two headsets to the headset port on the phone. Cheap, cheerful and reliable.
Please rate helpful posts...