Live Call Monitoring

[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)

[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.

[KDell]

How would we go about dialing in to listen, all I saw in the manual was the option for the real time screen

[mflorell]

Dialing 0 + sessionID

[KDell]

Dialing 0 + sessionID

from vici itself? or could we set up a hard line phone as an external to do this?

[mflorell]

Do you mean a phone on the PSTN and not connected to ViciDial?

[KDell]

Do you mean a phone on the PSTN and not connected to ViciDial?

Exactly, a phone not connected to Vicidial.

[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.

[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.