In Device Adapter Release 8.1.2, if you are a supervisor, you can use the Service Observe feature to observe an incoming call on an agent’s phone. The incoming call can be an ACD call, a DAC call, or a call to the station’s extension.
Depending on the programming of the Service Observe key, a supervisor can observe a call in the following modes:
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Listen: In the Listen mode, the supervisor can listen to the conversation between the caller and the agent.
If the administrator has enabled the class of restriction settings for the Service Observe feature, then the Listen mode is the default mode which is always available to the supervisor.
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Talk: In the Talk mode, a supervisor can talk to the caller and the agent. A supervisor can use this mode to assist an agent.
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Coach: In the Coach mode, a supervisor can talk to the agent without the caller hearing the conversation between the agent and the supervisor.
Note:
A supervisor can use the Service Observe feature only if the supervisor is in the Aux work mode.
A supervisor cannot use the Service Observe feature to observe a call on an agent’s phone during an active group page call.
