With Service Observing, supervisors can observe VDNs. A supervisor can select a VDN and bridge onto the call that has just entered vector processing for the VDN. The supervisor can observe one call at a time. The observer hears all tones, announcements, music, and speech that the caller and the agent hear and say, including call prompting and caller dialing. The observer also hears the VDN of Origin Announcements (VOAs). Communication Manager makes an observing connection to a call in vector processing and maintains the connection throughout the life of the call until the call is disconnected or the observer hangs up. Communication Manager maintains the connection even if the call is routed or transferred externally.

For more information, see Avaya Aura® Call Center Elite Feature Reference.