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Nortel Networks Call Center Set Up and Operation Guide
Chapter 14
Monitoring Call Center call activity
Monitoring call activity
There are two ways that you can monitor call activity at your call center:
• “Monitoring agent calls with Silent Monitor” on page 179
• “Monitoring skillsets” on page 185
You can monitor calls by using memory buttons that you program with the Feature Codes for
monitoring:
• Display calls waiting in skillsets ≤·‚·
• Monitor agent calls ≤·‚fi.
NOTE: To use ≤·‚fi, you must program it to a memory button and press the
≤·‚fi memory button to monitor agent calls.
For how to program a memory button, refer to “Programming a memory button with a Feature
Code” on page 30. For information about monitoring capacities refer to “A comparison of Basic
and Professional Call Center” on page 15.
Monitoring agent calls with Silent Monitor
When you monitor calls as a Silent Monitor, you are not detected by the agent or callers. You
monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the
current call is completed, the monitoring session of the agent continues. You do not have to
reestablish the monitoring session. You must be logged on before you can monitor calls.
You must program a memory button with ≤·‚fi, and then press the ≤·‚fi
memory button to monitor calls. If the memory button you choose has an indicator, the indicator
shows your log on status. You do not have Call Center calls sent to you while you use
≤·‚fi.
Note: If you use a CallPilot platform, you can monitor calls using ≤·‚fibut
Silent Monitor is not available.
Note: While you monitor an agent’s calls you monitor all of their calls, including their
personal calls. Tell agents that if they make a call that they do not want monitored, they
must first log off as an agent, then log on again when they complete the call.