One of our customer has got call centre and the TL'S want to listen what the agents speeking at the movment they dont have any IPCC or CRS .
From cisco CUCM we configured as the share line on the 7965 and on the expantion modules for all agents no . And they can listen.
Recently when the Accounts checked the CDR it seems that from ext 215 some out going call went but its not his id its from TL's id . It means that
TL might have press the line button and made a call . Now cutomer is asking that the TL should listen what agent speeks but he should not be able to dial outside from agents DN . Is there any option for that. How can i solve this issue . Please help me out
Breeze Joseph Kuriakose
Sr Network Engineer