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TL should monitor agents call but should not able to dial from agents DN

One of our customer has got call centre and the TL'S want to listen what the agents speeking at the movment they dont have any IPCC or CRS .

From cisco CUCM we configured as the share line on the 7965 and on the expantion modules for all agents no . And they can listen.

Recently when the Accounts checked the CDR it seems that from ext 215 some out going call went but its not his id its from TL's id . It means that

TL might have press the line button and made a call . Now cutomer is asking that the TL should listen what agent speeks but he should not be able to dial outside from agents DN . Is there any option for that. How can i solve this issue . Please help me out

Breeze Joseph Kuriakose Sr Network Engineer
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TL should monitor agents call but should not able to dial from a

Not without third party recording solution. The way you have it configured which is shared DN with Privacy turned of using Barge feature would be the only native way, by making it shared line the DN uses the same CSS (assuming you are using CSS on line configuration) which controls outbound calling privileges, you cannot have different Line CSS for shared lines. You could do something with CSS on the TL's device, but that would block their outbound calling from primary line as well.




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