Configuring the Service Observe feature for a CC phone

Last Updated : Feb 24, 2020 |
Prolog information
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The Service Observe feature allows a supervisor to observe an incoming call. The incoming call can be an ACD call, a DAC call or a call to the station’s extension.
The available service observing modes are:
  • Listen mode: Listen mode allows a supervisor to only listen to the conversation between the caller and the agent. A supervisor cannot talk in this mode.
    When the administrator programs the sip-sobsrv button and enables it for the supervisor, then listen mode is the default service observing mode.
  • Talk mode: Talk mode allows a supervisor to listen and talk to the caller and the agent. A supervisor can use this mode to assist an agent.
  • Coach mode: Coach mode allows a supervisor to talk to the agent without the caller hearing the conversation between the agent and the supervisor.
  1. Log on to System Manager by using administrative credentials.
  2. Do the following to enable the service observing related parameters in the assigned Class of Restriction:
    1. Navigate to Elements Communication Manager System.
    2. Click Class of Restriction.
    3. On the Class of Restriction (COR) page, click the COR number that you want to modify, and then click Edit.
    4. Navigate to the page that contains the Can Be Service Observed? and Can Be A Service Observer? COR parameters, and set these parameters to y(es).
    5. Click Enter to save the changes.
  3. Navigate to Elements Communication Manager Endpoints.
  4. Click Manage Endpoints.
  5. On the Endpoints page, select the CC endpoint for which you want to configure the service observing, and then click Edit.
  6. Do the following to configure the sip-sobsrv button and service observing mode for the endpoint:
    1. On the Edit Endpoint page, click the Button Assignment tab.
    2. In the Button Feature field corresponding to the button number that you want to configure for the service observing feature, click sip-sobsrv.
    3. In the Button Label field corresponding to the button number that you want to configure for service observing feature, type a name for the service observation button. For example, ser_obs.
      ADDITIONAL INFORMATION:
      This label appears on the endpoint.
      If you do not specify a label, the default label that appears on the endpoint is Svc Obsrv.
    4. In the corresponding Listen-only? and Coach? field, do one of the following to configure the service observing mode for a supervisor:
      ADDITIONAL INFORMATION:
      • Listen mode without coaching: Set Listen-only? as y and Coach? as n to program the listen mode as the only mode for the supervisor.
      • Listen and Talk mode without coaching: Set both the fields Listen-only? and Coach? as n to allow a supervisor to toggle between the listen mode and listen and talk mode.
      • Listen mode with coaching: Set both the fields Listen-only? and Coach? as y to allow a supervisor to toggle between the listen mode and coach mode.
      • Listen and Talk mode with coaching: Set Listen-only? as n and Coach? as y to allow a supervisor to change from one mode to another mode. The available modes for listen and talk mode with coaching are listen mode, listen and talk mode and coach mode.
    5. Click Commit to save the changes.