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Supervisor Wants to Hear What Agent Talks

Is there any way that a supervisor can hear what his agent's conversation are, I mean when an agent talks with another person on phone, can the supervisor hear that?

Or, is there anyway that a supervisor can hear what two callmanager users (they maybe agents) talk with eact other?

4 REPLIES
New Member

Re: Supervisor Wants to Hear What Agent Talks

u need a 3rd party vendor software, such as Eyretel voice logger to do that. period.

Re: Supervisor Wants to Hear What Agent Talks

It depends on what you are using for an ACD. If it's IPCC then this is supposed to be delivered as an option in IPCC version 5. Whenever that gets released.

Using the CTI desktop the idea is that agents and supervisors can do 100% voice record, Monitor and coach.

Paul

Silver

Re: Supervisor Wants to Hear What Agent Talks

Right, the CTI Desktop (more specifically, CAD) provides this option. We are using IPCC, yes. I got some info from the link below, which says the supervisor desktop can silent monitor, barge-in and also call record.

http://www.cisco.com/en/US/products/sw/custcosw/ps14/products_data_sheet09186a0080091de7.html

New Member

Re: Supervisor Wants to Hear What Agent Talks

ICD Enhanced gives you the option of Silent Monitoring and Recording, which allows supervisor to listen as well as record agent's conversation. You can record/listen both, agent to agent calls as well as Outside caller to the agent.

Below URL will be a good reference.

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a008010e6ba.shtml

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