Note: I don’t have the hardware so I haven’t test this scenario yet. If you do, I’d be glad to hear your experience.
Occasionally I get the question if there is some simple & cheap way of getting simple “manager listen-in” functionality in a very small call center that is using Lync Response Groups without buying a complete call center solution.
It appears that some Plantronics headset models have the ability to conference up to three guest headsets to one DECT USB adapter which could solve this challenge. The Save w440 manual explains it below:
Several things to note:
- You will need the Agent’s assistance in “joining” so it is not totally silent/oblivious to them
- When agent puts their headset into charger it will remove “manager” from “listen-in/conference” mode
- Manager can be joined “through multiple calls”
This of course not perfect and if it it is a workable solution, it will only work in the smallest scenarios but may be able to act as a very “poor man’s” listen in capability. Generally if you need call center functionality with Microsoft Lync count on implementation a Lync call center solution.