Service Observing

Last Updated : Oct 09, 2020 |

Administer Service Observing on the following screens.

Screen title

Field title

Class of Restriction

  • Can Be Service Observed: For agents

  • Can Be A Service Observer: For supervisors

  • Service Observing by Recording Device: For recording devices

  • Service Observing Permissions: For granting permission

Feature Access Code (FAC)

  • Service Observing by Location Listen Only Access Code

  • Service Observing by Location Listen/Talk Access Code

  • Service Observing Listen Only Access Code

  • Service Observing Listen/Talk Access Code

  • Service Observing Next Call Listen Only Access Code

  • Service Observing No Talk Access Code

Note:

SIP phones do not support Service Observing using FAC.

Station

Button Assignment

  • serv-obsrv - Use this button type for non-SIP devices.

  • sip-sobsrv - Use this button type for SIP devices.

Feature-Related System Parameters

  • Expert Agent Selection (EAS) Enabled

  • Service Observing: Warning Tone

  • Allow Two Observers in Same Call

  • Allow with Exclusion: Service Observing

  • Allow with Exclusion: SSC

System-Parameters Customer-Options

  • Service Observing (Basic): For basic or Logical Agent ID observing

  • Service Observing (Remote/By FAC): For remote observing or observing by FAC

  • Service Observing (VDNs): For VDN observing

  • Vectoring (Prompting): For vector-initiated observing

Vector Directory Number

Observe on Agent Answer