Agent Assist

If the supervisor an agent calls for help via the Assist button is currently observing the agent, when the supervisor picks up the call appearance to talk to the agent, the observing call appearance is dropped. Once the assist is over, the supervisor is no longer observing the agent.

Conference Tone

A second service observer added to a call does not have any effect on the current Conference Tone operation. If the second service observer drops or is dropped from the call, the tone is continued only if there are more than two parties left on the call.

Malicious Call Trace

If an incoming PRI trunk call with the MCT feature activated has been routed to an agent being monitored or on a conference call, the two observers are included in the MCT reporting for this call.

No-Hold Conference

No-hold call conference works the same way with two observers as it does when one observer monitors a call.

QSIG Path Replacement

If the QSIG Path Replacement operation takes place when multiple observers are either monitoring the call-legs at the originating Avaya communication server or are merged together when the path replacement takes place, the total number of observers left on the call will not exceed two observers.

Service Observing of VDNs

The Multiple Observers with Service Observing feature allows only one VDN observer on a call in vector processing. If a service-observing route-to number < FAC> vector step associated with the VDN is currently being observed by a VDN observer, a second observer can be added to the call only if the second observer is a station observer or a login ID observer.