[clug-talk] Suggestions: Call Centre Monitoring

[Tek Budda]

Here is an interesting one for you guys!

We currently use a hardware-based call monitoring box that connects to 
software on that PC.  It requires a lot of cable moving, 
plugging/unplugging and can generally be time-consuming to get 
everything set-up in preparation.  Once it is running it worrks great 
and does what it needs to do.  But, it kind of defeats the purpose of 
call monitoring if they know they are being monitored.

Anyone have suggestions on how this might be accomplished by software? 
Or perhaps a more simplistic hardware/software solution that could be 
activated remotely?

I deally if the solution would allow the manager to pick who they were 
going to monitor and just click a button and have it run in the 
background without the user knowing.  Have tried googling for something 
open source that would run on either windows or Linux...with a manger 
preference (not mine) for windows.

It looks like asterisk would be do it but that implies a total asterisk 
solution (if i am not mistaken).  I found something from a company 
called Aheeva but I would imagine  it is a total solution solution as 
well as would most of the pother stuff I can find.

Any ideas would be appreciated.