VDN Observing by Location

Last Updated : Nov 24, 2015 |
Note:

SIP phones do not support service observing using a FAC. SIP phones use Service Observing or SO feature key to activate the VDN Observing by Location feature. The system presents users with prompts to gather the necessary information.

Observers can use VDN Observing by Location to:

  • Begin an observing association with a VDN by typing a Feature Access Code (FAC). Communication Manager establishes the observing connection when an agent in the required location answers the call.

  • Indicate the location of the agents that observers want to observe by typing a location ID number. Communication Manager connects the observers to calls delivered to agents with the assigned location ID number.

    Note:

    Use the pound (#) sign after the location ID number to indicate end of digit entry as multiple options are present. For example, you can enter 1, 2, 3, or 4 digits of a location ID number.

    For information about location ID numbers, see Multiple Locations.

You can use the following access codes for VDN Observing by Location:

  • Service Observing by Location Listen Only Access Code

  • Service Observing by Location Listen/Talk Access Code

Processing of the VDN Observing by Location FACs is similar to that of the VDN Observing by FACs, except that you can enter the location ID number. For the VDN Observing by Location FACs, Communication Manager provides a third dial tone for entry of the location number.

For example, when an internal station user dials a VDN Observing by Location FAC, Communication Manager provides a second dial tone prompting the user to type a valid local VDN extension number. After the user types the extension number, Communication Manager provides another dial tone to accept the entry of 1, 2, 3, or 4 digits, ranging from 1 to 2000, of a location ID number. Communication Manager then checks if the number entered is a valid Multiple Locations number.

Note:

Use the pound (#) sign after the location ID number to indicate end of digit entry as multiple options are present. For example, you can enter 1, 2, 3, or 4 digits of a location ID number.

You can also activate VDN Observing by Location by the Remote Access feature or the route-to vector command.

Remote access feature activation

To activate VDN Observing by Location remotely, see Observing remotely by FAC. Communication Manager provides the first dial tone for the VDN Observing by Location FAC entry, the second dial tone for a valid VDN extension entry, and a third dial tone for a location ID number.

Route-to vector command

Assign at least one of the VDN Observing by Location FAC digit strings as the route-to number destination, or collected/assigned in the digits buffer for a route-to digits vector command. Communication Manager then provides a dial tone for entry of a VDN extension and a second dial tone for entry of a location ID number.

You can also enter the VDN Observing by Location FAC followed by the VDN extension. For example, route-to number *23345600 or route-to digits with DIGITS set equal to *23345600. In this case, the caller hears the dial tone and enters the location ID number.

If you activate VDN Observing by Location using the route-to vector command, the system plays a confirmation tone indicating that the observation of a VDN is successful. For an incorrect entry, the system plays a denial tone.

You can use a new special character sequence, ~L for location, as a separator between the VDN extension number and the location ID number for a complete observe by location activation with the route-to number vector command.

For example, with an FAC of *23, a VDN 345600, and a location ID number 125, the destination parameter for the route-to number command is *23345600~L125#.

Note:

Do not use the special character sequence with the route-to digits command as digits are numeric or must start with an asterisk (*) sign for the command.

After successful activation, Communication Manager puts the observer in the wait-state for the VDN until a call, originally directed to the VDN, is delivered to an agent with the assigned location ID number. The observer can be in the wait-state for a long time if all agents in the desired location are busy or have skill level priorities. The observer can hang up to stop observing calls.

You can have only one VDN observer on a call. Observers of all calls to the VDN connect to a call at the beginning of vector processing and therefore have precedence over the VDN Observe by Location observers of the same VDN. The Observe by Location observers can observe only those calls that are not already being observed when delivered to an agent in the desired location.

To increase the chances for observing calls by location, do not use observing calls to the VDN simultaneously as observing by location.

Non-by location observing of VDNs with the Observe on Agent Answer field administered as y still results in selecting a call from the start of vector processing and interacts with VDN Observe by Location. This interaction is in the same manner as observers of all calls although the observer hears only when Communication Manager delivers the call.

Related information
Multiple Locations