ViciDIal: Add External Phone entry for your mobile phone For live monitor using the Real-time Report

 

Add External Phone entry of your mobile phone for live monitor using the Real-time Report

In this tutorial we will create a Phones entry for your cellphone(mobile phone) and log into the RealTime Report to live monitor agents through the cellphone.

1. Go to the ViciDial administration page, go to the Admin → PHONES section and click on the ADD A NEW PHONE link

2. For this tutorial we will use the following values for the fields on the ADD A NEW PHONE form :

phone extension: monitor_cell

dialplan number: 911234567890 (this is where you put your cellphone number as you would dial it from a phone on your phone system 9 + 1 + areacode + number as per your dialplan)

voicemail box: 0

outbound callerid: 1234567890

(we will leave phone and computer IP address fields blank)

server ip: 10.10.10.15 (set this to your server ip)

login: monitor_cell

password: test

status: ACTIVE

active account: Y

phone type: external

full name: manager cell

(we will leave company and picture fields blank)

client protocol: EXTERNAL

local gmt: -5 (GMT timezone, this does NOT include adjusting for Daylight Savings Time)

3. Ensure that your user account has the settings “Agent API Access” and “View Reports” set to “1” in the User Modification page, and that the API is active in the Admin → System Settings page.

4. Go to the Real-time Report and click on the “Choose Report Display Options” link at the top of the page, select the campaigns you want to view activity for, set Monitor to “MONITOR” and put the following in the Phone field “monitor_cell”(the Phones “extension” of the phone entry you want to be called with the blind monitored session). Then click submit. For an image of this, go to Figure 34.

5. Now you will see a LISTEN column show up with the agent listings within the report. To monitor one of the agents simply click on the LISTEN link next to the User of the agent you want to listen to. This will launch a phone call to your cellphone. When you are done, simply hang up the phone and click to listen to another agent.