The following tables include the indications that observers receive when observers activate and use Service Observing. In the tables:

• Wait state means that the observer has activated Service Observing but there are no calls or a call cannot be observed. A call appearance is not reserved. The observer must have an idle call appearance available to be used by Service Observing when an observable call comes in.

• Ineligible tone is heard when an observed call becomes ineligible for observation. This tone is the hold confirmation tone - a rapid series of 5 short 440-Hz beeps. The observer does not hear this tone if the agent receiving the ineligible call hears zip tone.

  Feedback to observers when activation denied
  Condition	State	Lamp	Tone
  No such extension	denied	broken flutter	intercept
  Extension not observable	denied	broken flutter	intercept
  Not allowed COR (Extension COR cannot be observed or COR for observer calling permission does not allow observing the COR of extension to be observed.)	denied	broken flutter	intercept
  Extension has Data Restriction	denied	broken flutter	intercept
  Extension has Exclusion Active	denied	broken flutter	busy
  Extension has Data Privacy Active on call	denied	broken flutter	busy
  Extension already observed	denied	broken flutter	busy
  Extension is an observer	denied	broken flutter	busy
  Extension being busy-verified	denied	broken flutter	reorder
  Extension has a 6-party conference	denied	broken flutter	reorder
  COR doesn’t allow SO activation	denied	broken flutter	intercept
  Observe VDN not optioned	denied	broken flutter	intercept
  Logical ID not logged In	denied	broken flutter	busy
  Activation to logical with physical observed	denied	broken flutter	busy
  Activation to physical with logical ID observed	denied	broken flutter	busy
  Maximum VDNs being observed	denied	broken flutter	reorder

  Feedback to observer when activation allowed - at time of activation
  Condition	State	Lamp	Tone
  Active-eligible call	observing	steady or blinking	confirmation tone followed by connection to call
  No active call	wait state	flash	confirmation tone followed by silence
  Call ineligible	wait state	flash	confirmation tone followed by silence
  Call has No Observe COR	wait state	flash	confirmation tone followed by silence
  VDN call already being observed	wait state	flash	silence

  Feedback to observer when activation allowed - after observe activated
  Condition	State	Lamp	Tone
  Inactive or ineligible call	wait state	flash	silence
  Call in 6-party conference	wait state	flash	silence
  Call already being observed	wait state	flash	silence
  Call is being busy-verified	wait state	flash	silence
  Call has Data Privacy active	wait state	flash	silence
  Call has Data Restriction	wait state	flash	silence
  Call has Exclusion Active	wait state	flash	silence
  Active-eligible call (in listen-only mode)	SO listen	steady	hear call
  Active-eligible call (in listen/talk mode)	SO listen/talk	winking	hear/talk on call
  Press button while observing in listen-only mode	SO listen/talk	winking	hear/talk on call
  Observer presses Release	not observing	dark	none
  Call has No Observe COR	wait state	flash	silence
  VDN call already being observed	wait state	flash	silence
  No active eligible call	wait state	flash	silence
  Eligible VDN call	observing	steady/ winking	hear call
  Eligible VDN call (in vector processing)	SO listen	steady	hear call
  Eligible VDN call (out of vector processing in listen-only)	SO listen	steady	hear call
  Eligible VDN call (out of vector processing in listen/ talk)	SO listen/talk	winking	hear/talk on call
  Press button while observing in vector processing	SO listen	steady	no change to mode
  Press button while not in vector and in listen-only	SO listen/talk	winking	hear/talk on call
  Call being observed becomes ineligible	wait state	flash	ineligible tone followed by silence
  Active call disconnects	wait state	flash	silence
  Logical agent logs out	denied	broken flutter	busy, then silence
  Observer (without button) hangs up	deactivates observing	n/a	n/a

  The Service Observing button and IP phones
  Action by observer	What happens	Condition
  No action.	The serv obsrv button is not highlighted.	The phone is idle.
  The observer presses the Service Observing button.	The serv obsrv button is highlighted.	The system is waiting for dialing to begin.
  The observer dials a station extension, Agent ID extension, or a VDN extension.	The serv obsrv button remains highlighted and displays two down arrows.	The observer has successfully established a session and is waiting for a call.
  No action.	The serv obsrv button remains highlighted. The call display reflects the call being observed. Two arrows are displayed if the observer is in the Listen/Talk mode. No arrows indicate the Listen Only mode. Initially, Service Observing starts out in the Listen Only mode.	An observable call is offered to the observer.
  The observer presses serv obsrv again.	The Service Observing mode of operation is toggled between Listen Only and Listen/Talk and vice versa. The mode is indicated by the appearance or lack of two down arrows on the serv obsrv button.	The observer has actively changed the Service Observing mode.

While observing, the observer can press only the following buttons:

• Call Appearance

• Service Observing

• Position Busy

• Auto-ckt Assure

• Release. This ends Service Observing

• Bridged Appearance

• Auxiliary Work

• Queue Status (NQC, OQT, AQC, and AQT)

• System Night Service

• Hold (ignored)