An observer cannot initiate a conference while observing.

If an observed agent conferences a call and the number of parties is less than six, the observer is placed in the wait state until the call is connected. Then the observer observes the conference. In addition, the observer is bridged onto any call on which the agent becomes active before the conference is complete. When the conference is complete, the observer is again bridged onto that call.

If an observed agent conferences a call and the number of parties (including the observer) is six, the conference is denied.

A call to an observed VDN cannot be monitored if the observer, caller, and other parties bridged onto the call constitutes more than six parties.

If a conference is being observed because an observed agent entered the conference, when the agent hangs up, the conference is no longer observed. If a conference is being observed because an observed VDN call entered the conference, observing continues until the call is routed to an unobservable destination.

Conference members are observed during a conference regardless of their COR setting.

If a VDN call being observed is conferenced to an agent call being observed, the VDN observer continues to observe and the agent observer goes into wait state. If two observers (of either VDN or agent calls) are conferenced to a call, the first observer conferenced-in continues to observe and the second observer goes into the wait state. VDN or agent call observers hear the ineligible tone before going into wait state.

The same rules apply when multiple observers monitor transferred calls.

Supervisors must always be observing a call before trying to coach a call. For conference calls, prior to Release 8.1.1, coaching on a conference call was blocked. With Release 8.1.1, if the Coach on SSC option is enabled, supervisors can coach agents using the Service Observing Coach functionality even while the call is being recorded by recording applications that use the invisible ASAI SSC option to record calls. Prior to this option being available, supervisors could not coach agents on any call that was being recorded. If the Coach on SSC option is disabled, agent coaching continues to be blocked on any other conference call. Note that if the call is an invisible ASAI SSC call, the phone displays for the other parties on the call do not say Conference.