Using the Service Observe feature on Windows clients

Last Updated : Jun 01, 2023 |

About this task

Use this procedure to use the Service Observe feature to listen in and possibly talk on calls to extensions, attendants, agents, or Vector Directory Numbers (VDNs).

During the active call, all Service Observe sessions start in the listen-only mode. Depending on the configuration you perform by using this procedure, you can change the mode during the active call.

Note:

You cannot use the Service Observe feature for video calls.

Before you begin

  • Your administrator must configure the Service Observe feature for your extension.

  • You can activate the Service Observe button only when:

    • You are not logged in as an agent.

    • You are logged in as an agent in the Not Ready state, that is, AUX state, and not on an active or held call.

Procedure

  1. Do one of the following:

    • Click Button Module icon, and then click Service Observe.

    • Go to the Contacts screen, Favorites screen, or search for a contact and click More for that contact and then click Service Observe.

    If you navigate using the Button Module screen, Avaya Workplace Client displays the Select Service Observing option menu with all Service Observe types. If you navigate using the Contacts screen, Favorites screen, or contact search, Avaya Workplace Client displays only the Service Observe option. If you enable Service Observe from the Contacts menu, all Service Observe sessions start in the Basic mode.

  2. In the Select Service Observing option menu, click one of the following Service Observe types:

    • Basic: You can select the Talk & Listen or the Coach mode during the active call.

    • No-Talk: You cannot select the Talk & Listen or the Coach mode during the active call.

    • Next-Call: When the agent receives the next call, Avaya Workplace Client starts Service Observing. You can then select the Talk & Listen or the Coach mode during the active call.

    • VDN by Location: Avaya Workplace Client starts Service Observing when you connect to the desired location. You can then select the Talk & Listen or the Coach mode during the active call.

  3. Do one of the following:

    • If you click Basic, No-Talk, or Next-Call, type a Agent Login ID that you want to observe.

    • If you click VDN by Location, type a VDN extension and location.

  4. Click OK.
  5. To change the Service Observe modes, on the call appearance, click Observe and click one of the following:

    • Listen Only

    • Talk & Listen

    • Coach

  6. To change the Service Observe type, do the following:
    1. Click Service Observe.
    2. In the Select Service Observing option menu, click one of the Service Observe types or click Stop Observing.