With the Service Observing for SIP Devices feature, a call center supervisor can use the following SIP devices to observe agents while the agent is taking a call:

• Avaya 96X1

• J169CC

• J179CC

• Avaya Communication Server 1000 IPCC

Agent observation enables the supervisor to coach the agent during a call, which can lead to improved agent performance, or might indicate the need for additional agent training.