The Avaya Device Adapter Snap-in Service Observe feature is more similar to that of the Avaya Aura® Call Center Elite than to the CS 1000 functionality. With this feature enabled, both the environments allow the following:
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Listen Only supervisor monitoring
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Interaction of a supervisor with the caller and agent
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Setting a monitoring alert tone
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Repeated monitoring until the supervisor ends it
The Avaya Device Adapter Snap-in endpoints do not have the Features menu or the corresponding windows and soft keys for data entry. Therefore, the options are the same as those on the Avaya Aura® Call Center Elite SIP devices, but the operation differs.
As with the CS 1000 and legacy SIP devices, the supervisor presses the key for the Service Observe feature. This feature key is programmable on the Avaya Device Adapter Snap-in endpoint and has the default Svc Obsrv label.
When the supervisor presses the Svc Obsrv key, the phone prompts the user for the agent ID. The icon for the Service Observe key flashes 60 times per minute, and the phone screen shows the Observe agent, enter ID notification.
The CS 1000 endpoint supervisor can observe an agent or supervisor, but he cannot observe call attendants and queues. However, for consistency with the Avaya Aura® Call Center Elite endpoints, the ID that the supervisor must enter can be any valid target for Service Observe and not just an agent ID. Avaya Device Adapter Snap-in supervisors use agent IDs. They are entered as an agent ID digit string, followed by #. For example, for the agent 123444 the entry is 123444#.
The following table describes different Service Observe modes and the corresponding icon states:
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Mode
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Icon state
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Description
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Avaya Aura® Call Center Elite accepts the agent ID.
The icon of the Service Observe key shows the status of the agent.
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The icon flashes 60 times per minute.
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The agent is not on a call or the call is not answered.
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The icon is lit steadily, and the supervisor is in Listen Only mode.
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The icon flashes 120 times per minute, and the supervisor is in Listen and Talk mode.
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There was a prior call displayed for the agent that was in Listen and Talk mode.
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The icon flashes 120 times per minute.
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The supervisor is monitoring the agent and interacting with both the caller and agent.
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The icon flashes 30 times per minute, and the supervisor is in Coaching mode.
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The icon flashes 30 times per minute.
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The supervisor is coaching the agent and listening to both the caller and agent.
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Avaya Aura® Call Center Elite rejects the agent ID.
The phone displays one of the following error messages:Service Observe Failed or Agent is not logged in.
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The icon for the Service Observe key goes dark.
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During agent monitoring the supervisor wants to end monitoring by pressing the Release key.
Displaying the queue status also ends Service Observe.
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