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Can you have audio go through headset and handset concurrently on IP650 ?

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Visitor

Can you have audio go through headset and handset concurrently on IP650 ?

Hello,

 

We've just configured a bunch of phones (IP650) in our Asterisk call centre and are having trouble trying to replicate one of the features that we used to have on our old Cisco phones.......basically, if an agent was talking on headset to a customer, a supervisor could lift the handset of the phone and listen in. 

 

On the IP650 it seems if you lift the handset in this scenario you take over the channel and the headset loses it.

 

Is there a configuration option (sometimes described as "Group Listen" or "Monitor" in Cisco world), that is configurable on the Polycoms ?

 

Cheers

 

 

 

 

 

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Polycom Employee & Community Manager

Re: Can you have audio go through headset and handset concurrently on IP650 ?

Hello pozza,

 

welcome to the Polycom Community.

 

I am quite sure Asterisk offers more sophisticated methods of supervising Agents than having to physically walk to a phone and listen into the conversation.

 

I am not aware of our Polycom Phones supporting the mentioned method so my only advice would be to contact your Polycom Reseller and work with them to submit a Feature Request once you provide a Business case for this to be possibly implemented into future Software Releases.

 

Best Regards

 

Steffen Baier

 

Polycom Global Services

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
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Message 2 of 3
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Visitor

Re: Can you have audio go through headset and handset concurrently on IP650 ?

Hi Steffen,

 

"


@SteffenBaierUK wrote:

 

I am quite sure Asterisk offers more sophisticated methods of supervising Agents than having to physically walk to a phone and listen into the conversation.

 



 

Yes, it does, but it means the call then remains with Asterisk, whereas, we prefer the voice-gateway to handset channel to be separate to Asterisk after the initial call set-up (SIP reinvites on hangup). This means that if Asterisk crashes during the call,  the call will not be cut-off.

 

It's a question of choice as to whether walking to a phone is better or worse. In our call centre it's the way they work - it may be because an agent is having difficulty and it helps to have the supervisor standing alongside them, or whatever....

 

I will try to find out a way to get this raised as a feature request - I'm not conviced the "Polycom Reseller" will add any value to this process, but I'll give it a shot.

 

Thanks.

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