With Service Observing, supervisors can monitor calls to extensions, attendants, Expert Agent Selection (EAS) agents, or Vector Directory Numbers (VDNs).

Supervisors or another observer can monitor calls in one of the following modes:

• Listen Only

• Listen/Talk

• No Talk

• Next Call Listen Only

• Coach

  Note:

  For coaching, the so-coach button must be administered.

In case of H.323 or DCP phones, an observer presses serv-obsrv to begin an observing session. Communication Manager puts the observer in the listen-only mode. While observing a call, the observer can press serv-obsrv to toggle between listen-only and listen/talk. The serv-obsrv button lamp on the observer deskphone indicates the observing mode. To stop the observing session, the observer can select another call appearance, put the receiver on-hook, or press release while on a call.

In case of SIP phones, an observer presses the Service Observing or SO feature key to begin an observing session. To stop the observing session, the observer can press the Service Observing or SO feature key again or can select another call appearance, put the receiver on-hook, or press release while on a call. Administrators use the Listen-Only? and Coach? subfields of the Service Observing or SO feature key to control whether the observer can change to listen-talk or to coach modes. While observing a call, based on the administration done on the phone, the observer can use the Listen, Talk, and Coach softkeys of the Service Observing or SO feature key to toggle between the listen, talk, and coach modes. The Service Observing or SO feature key is administered as sip-sobsrv.

You can add a warning tone to inform agents and callers when an observer is monitoring the call. Agents and callers hear a 440 Hertz (Hz) tone for 2 or 3 seconds before an observer connects to the call. Agents and callers then hear a half-second burst of the tone every 12 seconds during the observing session.