Service Observing with Multiple Observers with Allow Two Observers in the Same Call set to y allows:

• Up to two observers to monitor the same agent Login ID or station extension using the Service Observing station button or using any of the following FACs: Service Observing Listen-Only, Service Observing Listen-Talk, Service Observing No-Talk

• Two separate calls, each with an associated service observer, to be conferenced with both service observers included in the conference call. However, if both observers are VDN observers, one VDN observer is dropped.

• Customers who use call recording products, such as the Avaya Witness Call Recording or NICE, to connect a voice-storage server to a station or Login ID extension to record agent-to-customer transactions acting as an observer.

• Customers who use call recording products to allow an observer to monitor a station or Login ID extension and record the transaction at the same time.

  Note:

  Service Observing with Multiple Observers does not allow multiple observers of a VDN to observe the same call with the Service Observing by VDN feature.