Activating and deactivating call observation

Last Updated : Feb 27, 2020 |
Prolog information
Metadata
Keywords:
If you are a supervisor, you can use the Service Observe feature to observe an incoming call on an agent’s phone regardless of the agent’s login status.
If an incoming call arrives on the agent’s phone, the call appearance key flashes on agent’s phone and on your phone. When an agent answers the incoming call by pressing the call appearance key, you can listen to the conversation between the caller and the agent.
Before you begin
Ensure that:
  • The administrator has programmed sip-sobsrv on one of the programmable feature keys or on the expansion module.
  • The administrator has programmed the service observing mode for the supervisor’s phone.
  1. Log in to the phone as a supervisor by using your supervisor ID and password (if configured).
  2. Press the Aux work feature key, and specify the Reason code to activate the Aux work mode.
  3. Press the Svc Obsrv key programmed for call observation.
    ADDITIONAL INFORMATION:
    The phone screen displays the following message: 
    Observe agent, enter ID
  4. Enter the agent ID of the agent that you want to observe, and press #.
    STEP RESULT:
    The Svc Obsrv feature key flashes, which indicates that the feature is active.
    The phone screen display of the agent is visible on your phone screen, which indicates that you are observing that particular agent.
  5. To change the service observing mode, press the Svc Obsrv feature key.
    ADDITIONAL INFORMATION:
    The phone screen displays the following message: 
    Change SO mode
    1 Listen 2 Talk 3 Coach
  6. Enter the required service observing mode, and press #.
  7. Press the Release button to deactivate the Service Observe feature.