This section describes service observing in environments without Automatic Call Distribution (ACD) or call vectoring. To use service observing in ACD or call vectoring environments, see the Avaya Aura® Call Center Elite Feature Reference.
With Service Observing, designated users, who are usually supervisors, can listen to other users calls. The user that observes the calls of another user is called an observer. Use the Service Observing feature to train agents, or to monitor the quality of service in call centers and other environments where employees serve customers over the telephone.
Warning:
Listening to the call of another user can be subject to federal, state, or local laws, rules, or regulations. You might need to obtain the consent of one or both of the parties on the call. Ensure that you know, and comply with, all applicable laws, rules, and regulations when you use this feature.
An observer can monitor calls to any of the following entities:
An extension
A vector directory number (VDN), on systems with call vectoring
A logical agent ID, on systems with Expert Agent Selection (EAS)
Observers can monitor calls in listen-only mode or listen-and-talk mode. In listen-and-talk mode, an observer can hear and speak with all parties on a call. The user that is monitored does not know that an observer listens to the call, unless you administer Communication Manager to provide a monitoring tone.
When an observer is off-site, the observers can use remote access to monitor calls. In systems with call vectoring, a vector can control access to Service Observing.
If an observer uses a telephone that has a service observe button, the button:
The system does not reserve a call appearance while the observer is in the wait state, if:
An idle call appearance must be available for an observer to go to the observing state when an eligible call arrives.
