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JaiKai  
#1 Posted : Wednesday, November 26, 2014 9:39:13 AM(UTC)
JaiKai


Rank: Newbie

Joined: 2/27/2013(UTC)
Posts: 8
Location: Troon

Hi,

I use Screen Connect in a large call centre environment to support
and monitor our agents.

All our agents use a SIP client with a dialler to communicate and being
able to hear the client aswell as the customer would be a good feature.

Currently you can listen to the mic channels or the speakers but not both
for the obvious reasons of feedback likely but could there be an option to
do this but disable your mic to stop the feedback or something similar.

Cheers

Jeff  
#2 Posted : Tuesday, December 2, 2014 2:26:37 PM(UTC)
Jeff


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Location: Raleigh, NC

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Real quick is your use model such that you are connecting in to your team and you want to hear what they hear? Or are they using ScreenConnect as part of their role? A bit more about the use model would be helpful as I submit the request.
ScreenConnect Team
JaiKai  
#3 Posted : Monday, December 22, 2014 9:51:12 AM(UTC)
JaiKai


Rank: Newbie

Joined: 2/27/2013(UTC)
Posts: 8
Location: Troon

used in a call centre for monitoring our agents.

Only admins have access to screen connect.

I log in to the session and would like to hear both sides of the conversation.

I can hear the customer if listening to the speakers and agent if listening to the host mic.

What we could do with is a mixed source so that I can listen to both.

Thanks
Jeff  
#4 Posted : Tuesday, January 6, 2015 6:30:00 PM(UTC)
Jeff


Rank: Administration

Medals: Level 4: Wise Old Owl! Received 100 Thanks!

Joined: 4/14/2010(UTC)
Posts: 1,785
Man
Location: Raleigh, NC

Thanks: 8 times
Was thanked: 156 time(s) in 122 post(s)
Ok sorry for delay responding to this. So your agent isn't actually on a ScreenConnect session you are just quality checking by connecting to their machine and listening to either the mic or speakers to listen to their conversation. Is that correct?

My original assessment was that your agents were using our built in VoIP and in that case you should be able to going as tech to same session and via VoIP here the entire conversation.
ScreenConnect Team
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