To monitor a Vector Directory Number (VDN), an observer types a VDN extension and bridges onto calls, one call at a time, that have started vector processing for that VDN. The observer hears all the tones, call prompting, caller dialing, announcements, music, and speech that the agent and caller hear. The observer can press voa-repeat to listen to the VDN of Origin Announcement (VOA) if the observer has a Class of Restriction (COR) number that allows VOA.
Service Observing of VDNs is enhanced to start observing a call to the VDN when Communication Manager delivers the call to the agent or station. When this VDN option is active, VDN Service Observing activation still associates the observer with calls to the VDN, but the observer does not hear a call during vector processing. After initial activation, the first call to be observed passes through vector processing before the system begins an observing session. When the observing connection is completed for the first call, that is, the call is released, the observer is bridged onto the subsequent call to the VDN when the call is answered by an observable agent or station. The observer saves time because after VDN observing is active, the observer does not have to wait for each subsequent call to go through vector processing and for an agent to answer the call.
To begin VDN observing when Communication Manager delivers calls to an agent or a station, select y in the Observe on Agent Answer on the Vector Directory Number screen.
The observer views the name of the VDN, agent, or trunk as each is accessed by the VDN. During vector processing, the observer views the VDN name, but when the call connects to an agent, the observer views the agent name.
When the observer connects to a call in vector processing, Communication Manager maintains the connection until the call is disconnected or the observer hangs up, even if the call is routed or transferred externally.
If the observer does not disconnect after one observed call is disconnected, the observer is connected to another call on the same VDN. Observing is in the Listen Only mode as long as the call is in vector processing. When the call is out of vector processing, the observer can change from Listen Only to Listen/Talk, provided the observer has Listen/Talk observing permissions.
