Observers can use the following Feature Access Codes (FACs) to monitor calls:

• 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

Observers can use FACs for different observing modes, such as Listen Only and Listen/Talk, but observers cannot toggle between observing modes. Observers can monitor physical extensions, agent login IDs, and Vector Directory Numbers (VDNs).

Observers can begin remote observing through Remote Access or Call Vectoring.

• Remote Access: To gain access to Communication Manager, an observer uses a trunk group dedicated for Remote Access or a Direct Inward Dialing (DID) to the Remote Access extension. Remote observing works with all types of DID trunks, including ISDN-PRI and tie trunks, and DCS over analog, T1, or PRI.

• Call Vectoring: To gain access to Communication Manager, an observer types a VDN extension or Central Office (CO) trunk that has a VDN extension as the incoming destination.

  You can use route-to commands to create a Service Observing vector that allows a VDN call to gain access to an extension or a dial tone. At the dial tone, the observer can type the extension number. You can combine Call Prompting and Call Vectoring to provide security and to restrict observation.

  The following vector is an example of a Service Observing vector:

  1.wait-time 0 seconds hearing ringing
  2.collect 5 digits announcement 2300 ("Enter your security code")
  3.goto step 5 if digits = 12345
  4.disconnect after announcement 2000 ("You are not authorized to observe")
  5.collect 1 digits announcement 2310  ("Enter 1 to observe Sales, 2 to observe Billing")
  6.route-to number 113001 with cov n if digit = 1 (11=listen-only observe, 3001=Sales VDN)
  7.route-to number 113002 with cov n if digit = 2 (11=listen-only observe, 3002=Billing VDN)
  8.goto step 5 if unconditionally