Query on 'default-monitor-mode'

[chitts_padave]

From the SIP Server 8.0 Deployment guide I understand that the feature default-monitor-mode can have either one of the following values

normal /mute - a mute connection with possible warning beep
coach - whisper coaching - only an agent can hear the supervisor
connect - a three-party conference among Supervisor, Agent and the Customer

As in the SIP Server options I can set only one of these; does that mean that if I have 3 Supervisors in the CC and expect one to do 'Mute connection' , other one to do 'whisper coach' and 3rd one to do connect at same time........is not possible??

[tony]

I think you will find the "key" word here is "[b]default[/b]" - this is the [b]default[/b]-monitor-mode.  I am sure you can define other modes based on individuals, through the configuration...

Hope this helps?

Tony

[chitts_padave]

Thanks Tony.

Even I feel this should be possible as Supervision modes like MUTE, WHISPER, CONNECT can't be so restircted that all Supervisors in Contact Centre should use only one of them at given point of time,...... unfortunately I am trying to see that in the deployment guide but unable to trace.

[fnunezsa]

Taken from SIP Server 8.0 Deployment guide:

-----------------
default-monitor-mode
Default Value: mute
Valid Values:
Changes Take Effect: Immediately
Related Feature: “Call Supervision” on page 119
Initializes a new call supervision subscription monitor mode if the MonitorMode
extension is not provided (or if its value is specified incorrectly) in the
TMonitorNextCall request.
-----------------

[b] if the MonitorMode
extension is not provided (or if its value is specified incorrectly) in the
TMonitorNextCall request[/b]

I believe you have an interface, like Genesys Desktop, that your Supervisors use to Monitor agent interaction. Am I right? In Genesys Desktop for example the Supervisor can choose the Monitor Mode before establishing the Monitoring session.

[quote]Even I feel this should be possible as Supervision modes like MUTE, WHISPER, CONNECT can't be so restircted that all Supervisors in Contact Centre should use only one of them at given point of time,...... unfortunately I am trying to see that in the deployment guide but unable to trace.[/quote]

All supervisors will use the default mode if your interface does not allow then to choose one before establishing the monitoring session.