Adjunct Switch Application Interface (ASAI )

A call to an observed Vector Directory Number (VDN) continues to be observed after being routed to an adjunct. A call can be routed to a Service Observing (SO) Feature Access Code (FAC) by the adjunct routing command in the same way that the call is routed with the route-to command.

Assist

A VDN observer continues to observe a call during an assist operation. The observer observes the caller on hold and the conference, when the agent conferences the assist call with the VDN call.

Avaya Call Recording (Witness)

The listen-only/no-talk mode for Service Observing reduces the time slot usage required by the recording device to connect to monitored stations and ACD agents, allowing greater call recording capacity.

Since the Service Observing No-Talk FAC used by the recording device to activate a recording session does not provide a talk-path, a warning tone cannot be inserted by the recording device when the recording session begins. To notify the parties in a call that the call can be recorded, design the vector to execute an announcement vector step before queuing or routing the call that provides an audible warning message. You can also administer Communication Manager to provide the warning tones by enabling the Service Observing Warning Tones on the Feature-Related System-Parameter screen.

Basic Call Management System (BCMS)

BCMS does not report on Service Observing. BCMS reports show normal measured-call and agent activity related to Service Observing calls. When a non-EAS agent is observed, the BCMS Report By Login ID shows the physical extension along with the login ID.

Bridged appearances

If an observer monitors agent extension 3082, the observer is bridged onto calls only to 3082. If the agent with extension 3082 has a bridged appearance for extension 3282, calls to extension 3282 are not observed. Although extensions 3082 and 3282 have a call appearance on the same telephone, the observer cannot observe both extensions at the same time.

Busy-verification

An observer cannot observe an agent call that is bridged onto by busy-verification. Also, an agent’s call that is being bridged onto by an observer cannot be busy-verified.

Call Coverage/Call Pickup

An observer cannot observe a call answered by a covering agent or member of a pickup group until the called agent bridges onto the call. The observer continues observing a call to an observed VDN call if the call is routed to a destination that forwards the call, using Call Coverage, Call Forwarding, or Call Pickup.

Call Park

An observer cannot park a call while observing the call. An observer observing a VDN continues observing after a call is parked.

Call Waiting

A call cannot wait on a single-line phone that is being observed.

Call Work Codes/Integrated Directory

The observer does not hear agent dialing with these features because the digits are passed to the communication server in S-channel messages.

CMS

When an observer is bridged onto a VDN call, CMS is notified.

Conference and Transfer

A VDN observer who is bridged on a call follows the call on a conference and/or transfer operation.

Converse Command

Converse-split extension ports can be observed as physical extensions. A call to an observed VDN continues to be observed if the call is answered by a VRU through the converse command.

Converse-on Vector Command

Calls connected by the converse-on command are not observed by the VDN observer when the Observe on Agent Answer option is set to y. If the call is subsequently answered at an agent station or other destination using the route-to command, the VDN observer is bridged on the call.

DCS

To observe stations on another node (a DCS station extension), you must set up remote-access service observing. A DCS station can only observe another node using remote service observing. Service observing displays are not supported across DCS.

Dialed Number Identification Service (DNIS)

Observing by VDN provides monitoring by DNIS since the VDNs represent the DNIS of the service dialed.

Direct Agent Calling (DAC)

A direct agent call to a logical-agent ID is monitored by observing the Logical Agent not by monitoring the physical extension.

Hold

Observers cannot place calls on hold while observing.

If an observed agent places a call on hold, the observer is put in wait state. A VDN observer continues to monitor the caller placed on hold.

Leave Word Calling

Parties on an observed call cannot use LWC.

Look Ahead Interflow

If an observed VDN call routes to another location using Look Ahead Interflow, the call continues to be observed. The observer hears a warning tone, if administered at the sending communication server, when the call arrives at the receiving communication server. The observer continues to hear the periodic tone while observing the VDN call.

Manual Answer

VDN observers are bridged on to the call when the agent answers the call that has been ringing the ACD agent extension with the Observe on Agent Answer set to y.

Move Agent/Change Skills

Moves or changes of physical of logical agents being observed occur according to the move or change rules. Observing continues.

Multiple Call Handling

While an agent extension or logical ID is observed, only the active call is monitored. If all calls are put on hold, the observer hears silence.

Music-on-Delay/Music-on-Hold

If an observer is in listen/talk mode, neither caller nor observer hears music-on-hold. If an observer is in listen-only mode, the caller hears music-on-hold, but the observer does not. A VDN observer hears music provided to the caller.

Night Service

A VDN observer continues to observe when a call routes to night service.

Recorded Announcement

A VDN observer continues to monitor a call connected to an announcement. A Verify Announcement call placed by an observed physical or logical agent can also be observed.

Redirection on No Answer

A VDN observer continues observing a call after it is redirected or rings in limbo.

Route-to Number Vector Command

Calls connected by the route-to number command are observed by the VDN observer after answer is received when the Observe on Agent Answer field is set to y. This includes routing to internal destinations, such as stations, hunt groups, ACD splits or skills, the attendant, or to external destinations.

Trunks without disconnect supervision

Service observing cannot be activated over no-disconnect-supervision trunks. The caller hears denial indication.

VDN of Origin Announcement (VOA)

VDN observers with the Observe on Agent Answer field set to y are not bridged on the call until after the VOA is given to the agent. Therefore, the observer does not hear VOAs.

VDN Return Destination

You can create a prompting VDN with a return destination assigned so that, if you activate observing and it fails or the denial indication times out, the prompting VDN allows you to retry activation. This is true only if the denial and disconnection occur after the call leaves vector processing.

If a vector step fails, the system proceeds to the next vector step. Disconnect or busy commands cause calls to be dropped and do not trigger return destination.

When return destination is triggered, the call is monitored through each return destination operation until the caller disconnects.

The observer bridged on the call follows the call when the VDN Return Destination feature, active on the VDN, redirects the call back through vector processing after the agent releases the call.

Telephone displays

The display for local observers matches exactly what is displayed on the observed physical or logical agent’s telephone display. For example:

a=3035001234 to Sales SO

While observing a VDN, an observer sees displayed the name of the VDN being observed while in vector processing. After the call leaves vector processing, the name of the agent or trunk group that the call is connected to is displayed.

VuStats

Non remote observers using 2-line displays can activate VuStats for an agent. An observer must activate VuStats before using Service Observing. The agent’s statistics appear on the second line of the observer’s display.

Zip tone

VDN observers do not hear the zip tone that the answering agent hears.