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Chapter 4 Features and Enhancements
Page 4-18 Version 4.0 CPSEE_TSP500 User Guide
This document is confidential and proprietary to SER Solutions and is not for external use.
Monitoring Features and Enhancements
Silent Coaching - Feature
Silent Coaching is the ability for a supervisor to talk to an Agent without the
called party hearing what the supervisor is saying. The agent will be able to
hear the supervisor even across calls, conferences, and in-between calls.
In the past, SER switches only supported “barge in”. This is when a supervi-
sor barges into the call. A conference is created, and all parties can hear and
talk to each other.
Silent Coaching was resisted in the past because it cannot be guaranteed that
the called party might not hear what the supervisor is saying. This is due to
the nature of the two-wire handset used by agents. It is possible if the two-
wire interface to the handset is not perfectly balanced, a portion of the audio
received by the agent will bleed over onto the transmit side of the interface,
and be heard by the other party. With four wire interfaces – like soft phones,
this is less likely to happen.
The ability to selectively perform Barge In or Silent Coaching will require
adjunct development. In the interim, a new keyword will be added to the TSP
dialing rules (USE_SILENT_COACHING).
If this keyword is set to 1, then the current “Barge-In” feature will be replaced
with the Silent Coaching capability. This will allow us to provide Silent
Coaching capability to customers before adjunct development is completed.
Turning this feature on or off does NOT require a TSP restart. The keyword
can be changed dynamically by making the change in the DialingRules, and
activating it using the “load all” command in the AdminTerminal.
Example
SILENT_COACHING 1! Use Silent Coaching as the
default.
SILENT_COACHING 0! Use Barge In as the default.
Type “load all” at the AdminTerminal
Rules
• The Supervisor (coach) does not have to establish a monitoring session
prior to requesting Silent Coaching. (It can – but does not need to.)
• Only one Silent Coach is allowed per agent.
• Other Monitors on the call will NOT hear the coach.
• If a monitor session is stopped, Silent Coaching will automatically be
stopped.
• Silent Coaching is NOT supported for Manual Monitors.