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Community Member

How do we permit a trainee to sit together with a CSR and silent monitor?

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!!!!!

3 ACCEPTED SOLUTIONS

Accepted Solutions
Super Bronze

Re: How do we permit a trainee to sit together with a CSR and si

Hi

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.

Regards

Aaron

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Green

Re: How do we permit a trainee to sit together with a CSR and si

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.

Regards,

Geoff

Re: How do we permit a trainee to sit together with a CSR and si

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.

Anthony Holloway

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6 REPLIES
Super Bronze

Re: How do we permit a trainee to sit together with a CSR and si

Hi

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.

Regards

Aaron

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Green

Re: How do we permit a trainee to sit together with a CSR and si

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.

Regards,

Geoff

Re: How do we permit a trainee to sit together with a CSR and si

Yes Geoff, that is correct, and proper functionality.  You can also change this behavior in CUCM.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Re: How do we permit a trainee to sit together with a CSR and si

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.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
Community Member

Re: How do we permit a trainee to sit together with a CSR and si

Thank you everyone!   At lunchtime, I purchased the splitter to try.  I was concerned about how to make it a "silent" monitor and will work that out.  Also, we do have wireless headsets.  They are Plantronics (CS55).  I will check on the possibility of a sync-up. 

I will update this thread for future reference!

Community Member

Re: How do we permit a trainee to sit together with a CSR and si

UPDATE:

Our headsets are Plantronics, Model CS55.  They will  not sync up to one base station.  A "headset training adaptor" can be purchased, part# 03929-63, for $39.95, from several sources.  The adaptor is nothing more than the  "Y" adaptor I just purchased from Radio Shack.  However, it does have a mute button for each user.  Our headsets have mute buttons but, they beep every 15 seconds when on mute.

I don't think the cost will put us out of business and sounds like the better answer.  I'm the newbie at this organization and am a little amazed they've trained using open speakers all this time.

Thank you everyone for the ideas!

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