Our operators would like to use a headset in an unusual manner, how they did with our very old Cisco phones.
Basically, there’s a new operator who needs to be trained. They want to have one of the existing operators handle calls and have the trainee have a headset on listening in on the conversation so he can learn how different situations are handled, how we are expected to respond to customers, etc. After the conversation with the customer is complete, the trainee can ask questions about how things were handled. With the Cisco phones, there was no problem having the headset active, microphone up away from the mouth of the trainee, and talk on the handset while doing so. (Frankly, this surprised me when I learned how they were using it, but it worked.)
Unfortunately, the Sangoma phones work more how I would expect a phone to operate… when it’s in headset mode, audio is only sent to/from the headset - nothing can be heard through or spoken through the handset.
I’ve poked through the settings of the PBX & phone and cannot seem find anything to enable something like this. The only thing I can think might possibly work is to create a custom cable to split the RJ9 output wires into 2 so that one pair can go to the handset & one to the headset. This is more than a little redneck though and I’m hoping there’s a better solution. (Plus, my soldering skills are rather pathetic when trying to solder wires that are like hair. )
All I really need is a way for a third party to listen into a call as it’s happening, preferably on a headset/headphones of some sort. The two people involved are sitting right next to each other.