Vector-initiated security

Last Updated : Jun 05, 2013 |

You can use the following guidelines for vector-initiated Service Observing (SO):

  • Create a vector for SO.

  • Grant calling permissions to an observer who monitors the Vector Directory Number (VDN) locally.

  • Use Call Prompting commands in the SO vectors to provide passcode protection and to limit access to destinations or vector-verified, caller-entered digits.

  • Use route-to commands to observe a VDN extension, but ensure that the extension has a COR number with SO permissions.

  • Use time of day (tod) or day of week (dow) checks in the SO vectors.

In vector-initiated SO, the COR number that you assign to the following determines if the system permits SO:

  • Agent login IDs. If you do not allow SO of a login ID, Communication Manager denies SO regardless of the COR permissions that you assign to a VDN or a caller.

  • Internal caller extensions.

  • VDN.

When a call routes through multiple VDNs, Communication Manager uses the COR number of the last VDN for calling or observing permissions regardless of VDN Override Rules.

If you administer a warning tone, the caller and the observer can hear the tone when Communication Manager connects the call to the answering or routed-to destination. You can use an announcement at the beginning of vector processing to tell the caller that the system observes all calls for quality and training purpose. The caller and the observer can hear the periodic tone during the call even if Communication Manager transfers the call to another communication server.