Chapter 4 Features and Enhancements
CPSEE_TSP500 User Guide Version 4.0 Page 4-19
This document is confidential and proprietary to SER Solutions and is not for external use.
• Client Monitors can perform Silent Coaching. The agent will hear both
the Supervisor and Client.
• Silent Coaching spans individual calls. That is, coaching continues
between calls.
• Silent Coaching is supported for conferences.
Client Monitoring for Conferences -EnhancementRemoved the restriction that Client Monitors could not monitor conferences.
Previously, if a Client Monitor monitored a call, and that call went into con-
ference, the Client and Supervisor were removed from the monitoring ses-
sion. This was to prevent the conversion of the Supervisor and Client being
heard by the agent or called party. Now the TSP will allocate a separate con-
ference resource for monitoring and eliminate the problem.
Client Monitoring for Outbound Remote Stations-FeatureSupervisor controlled Client Monitoring requires that a dial to the Client be
established before the Supervisor enters a monitoring session. Once monitor-
ing, the Client is carried along with the Supervisor. They can communicate
while simultaneously monitoring agents.
Launching the manual dial to the Client is no problem for regular “nailed up”
agents. When they go off hook, they get dial tone and can dial.
For outbound remote agents, it is a little different. The TSP launches a dial to
the Supervisor Agent. When he answers, there will be dial tone. However, in
previous versions there was no way to re-launch a dial to the Client without
dropping the connection to the Supervisor and having the adjunct redial the
Supervisor.
With this release, the Supervisor can press the asterisk key on the telephone
three times to drop any current call to the Client and have the TSP provide
dial tone to the Supervisor. In this manner, the Supervisor can make multiple
manual dials without actually going “on-hook.”
If more or less asterisks are desired, the keyword “NUM_ASTERISKS” can
be specified in the Dialing Rules.
Example:
Set the number of asterisks required to drop a manual dial and provide dial
tone to 4.
NUM_ASTERISKS 4
Restricted Monitors - EnhancementThis enhancement allows restricting Manual Monitors to specific stations. It
can be used to prevent Manual Monitors at different facilities (serviced by the
same TSP) from monitoring each other’s agents.