Use this procedure to allow designated users, normally supervisors, to listen to other users’ calls. This capability is often used to monitor service quality in call centers and other environments where employees serve customers over the telephone. On Communication Manager, this is called service observing and the user observing calls is the observer.

This section describes service observing in environments without Automatic Call Distribution (ACD) or call vectoring. To use service observing in those environments, see Avaya Aura® Call Center 5.2 Automatic Call Distribution (ACD) Reference.

See Service Observing in Avaya Aura® Communication Manager Feature Description and Implementation, 55-245-205, for detailed information on service observing.