Silent Monitoring

Silent Monitoring allows the team leader to listen to an Extension/CTI logon of an agent. Until Infinity 4.4.1 the Team Leader should manually log in onto the phone, type a magic Avaya code, then type in the Extension/CTI logon of the Agent to listen to. With Callmedia CU40 this option is available as an API call with Avaya via a FAC (Feature Access Code). So it is automated via the toolbar + gateway interface.

Note: This option works with both Sytel toolbar and Callmedia toolbar with Avaya switch driver.

Required steps

1. Check the Feature Access Code with the Avaya team, and add it as a setting for the CTI Server in Infinity:
   • Name: "FEATURE_ACCESS_CODE"
   • Data1: "Silent Monitor"
   • Data2: "*46" (or the correct FAC)
2. Create a "Team Leader" skill on each Infinity project, and assign users who want to listen to it.
   • The mode must be set to "Blended"
   • The CTI mode must be set to "Simple"
   • The CTI server must be set to "Callmedia"
   • In advanced options, the Type must be set to "Back Office"
3. Verify that the team leaders have an Avaya agent ID which is allowed to listen, and that this agent ID is associated with the user (Simple Username mandatory, Simple Password following France or Nearshore).

Use Silent Monitoring once configured Navigate to the Contact Manager> Contact Manager > Select Skill menu Select the "Team Leader" skill Put yourself in Available, or Break Open the Reporting> Realtime> Gateway Live menu Right-click a user and select "Listen" on the context menu