How do we permit a trainee to sit together with a CSR and silent monitor?

[staufferatmcws]

We are using a Cisco 7940 series phone.  I have two new hire CSR's coming soon.  I want them to be able to sit with an experienced CSR and silent monitor calls as they are taken, without using a speaker.  I can't find the solution to this anywhere.  Surely I'm not the first manager to want to do this!  Help!!!!!

[Aaron Harrison · Accepted solution]

Hi

Two solutions really:

1) Software - get some call recording software that will be expensive and may allow you to monitor on headphones attached to a PC. Alternatively, create a Supervisor account and allow the new user to use that during the training period to silent monitor the agents.

2) Hardware - most headset vendors can supply you a Y-adapter that basically gives you the ability to connect two headsets to the headset port on the phone. Cheap, cheerful and reliable.

Regards

Aaron

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[geoff · Accepted solution]

I have a vague memory that sound was still coming out the earpiece on the handset when an agent had a headset on.

Could be wrong, could be headset specific - but have a try.

Regards,

Geoff

[Anthony Holloway]

Yes Geoff, that is correct, and proper functionality.  You can also change this behavior in CUCM.

[Anthony Holloway · Accepted solution]

Also,some wireless headsets can sync multiple headsets to a single base station.  This allows more than one supervisor to listen to the call.

One example is the GN Netcom or Jabra 9350e.

[staufferatmcws]

Thank you everyone!   At lunchtime, I purchased the splitter to try.  I was concerned about how to make it a "silent" monitor and will work that out.  Also, we do have wireless headsets.  They are Plantronics (CS55).  I will check on the possibility of a sync-up. 

I will update this thread for future reference!

[staufferatmcws]

UPDATE:

Our headsets are Plantronics, Model CS55.  They will  not sync up to one base station.  A "headset training adaptor" can be purchased, part# 03929-63, for $39.95, from several sources.  The adaptor is nothing more than the  "Y" adaptor I just purchased from Radio Shack.  However, it does have a mute button for each user.  Our headsets have mute buttons but, they beep every 15 seconds when on mute.

I don't think the cost will put us out of business and sounds like the better answer.  I'm the newbie at this organization and am a little amazed they've trained using open speakers all this time.

Thank you everyone for the ideas!