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Live Call Monitoring
Posted:
Mon Oct 18, 2010 5:30 pmby KDell
Is there somewhere a way to monitor calls live from a normal wire into a wall phone?
what we're looking at is the ability to say pick up a phone, be able to listen in and switch through agents call from that phone.
We are also looking for something that would allow us to listen in to the agent's conversation and then be able to speak and only the agent would be able to hear. (Some in the fire coaching for newer agents)
Posted:
Mon Oct 18, 2010 9:47 pmby mflorell
You can use a phone to dial through and blind monitor agents, but whisper is not a recommended feature of ViciDial because it is so unstable in Asterisk.
Posted:
Tue Oct 19, 2010 11:03 amby KDell
How would we go about dialing in to listen, all I saw in the manual was the option for the real time screen
Posted:
Tue Oct 19, 2010 2:30 pmby mflorell
Dialing 0 + sessionID
Posted:
Tue Oct 19, 2010 3:05 pmby KDell
mflorell wrote:Dialing 0 + sessionID
from vici itself? or could we set up a hard line phone as an external to do this?
Posted:
Tue Oct 19, 2010 7:29 pmby mflorell
Do you mean a phone on the PSTN and not connected to ViciDial?
Posted:
Mon Oct 25, 2010 5:04 pmby KDell
mflorell wrote:Do you mean a phone on the PSTN and not connected to ViciDial?
Exactly, a phone not connected to Vicidial.
Posted:
Mon Oct 25, 2010 6:33 pmby mflorell
Yes, you can set that up just using custom dialplan settings and a call menu.
Look at the bottom of the sample extensions.conf file.
Posted:
Fri Oct 29, 2010 10:43 pmby williamconley
get a converter like this one:
http://www.voip-info.org/wiki/view/Sipura+SPA-1001
It is a SIP phone, but you plug a regular wall phone into it. So it is a way to connect a regular phone to your VICIdial box. This even allows for portable handsets so your manager can "wander around the office". But VICIdial thinks it's a SIP phone so you can just dial 0+ SessionID and it will work like a charm.
