Avaya Aura® Call Center Elite legacy SIP device user experience

Last Updated : Feb 27, 2020 |
Prolog information
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To analyze the quality of an agent’s service, a supervisor can monitor the calls routed in the following way:
  • To any agent
  • To any extension
  • To any attendant
  • To any VDN
The supervisor phone must be either logged out or in Aux Work mode.
To monitor an agent, the supervisor presses the Service Observe feature key, enters the required option and the agent ID, station or VDN extension. If Agent Observe is enabled, the supervisor can monitor this call.
Listen Only is the default mode for monitoring an agent. When the supervisor presses the Service Observe key, they can hear both the agent and caller. With Listen Only mode, the supervisor cannot join the conversation.

Service Observe modifications

The following scenarios describe different modes for monitoring an agent:
  • The supervisor can select the Listen and talk option. If the supervisor joins the conversation by pressing the Listen Only key in Listen In mode, a conference call between the supervisor, the agent and caller is initiated.
  • The supervisor can press the Coach key. If the supervisor joins the conversation by pressing the Coach key in Listen In mode, the supervisor monitors the call between the agent and caller. Only the agent can hear the supervisor.
  • If the supervisor presses the Release or Service Observe feature key, answers or initiates a call, resumes a held call, logs out, Listen In mode is off.
If Service Observe is enabled, the LED state indicates the current status of the call. The supervisor cannot monitor a held call or the call with the maximum number of participants.
The supervisor does not have to activate Service Observe for each incoming call. If the feature is enabled, the supervisor can view each call displayed for an agent.

Observe Warning Tone

With the Observe Warning Tone feature, the monitored ACD agent can hear an intermittent tone.
When the supervisor presses the Service Observe key and the key corresponding to the required agent, the monitored agent can hear a periodic warning tone every 16 seconds.
Without the tone, there is no indication that the supervisor monitors the agent except for the indication on the supervisor's phone. This configuration is default for all queues in the system.