Service Observing with Multiple Observers means the following:

• Up to two observers can monitor the same agent Login ID or station extension using the Service Observing station button or using any of the following Feature Access Codes (FACs):

  • Service Observing Listen-Only

  • Service Observing Listen/Talk

  • Service Observing No-Talk

• Two separate calls, each with an associated service observer, can be conferenced together with both service observers included in the merged conferenced call except when both observers are VDN observers. In this case, one VDN observer is dropped.

• If you use call recording product, such as the Avaya Witness Call Recording or NICE can connect a voice-storage server to a station or Login ID extension to record agent-to-customer transactions acting as an observer. Priority in call recording observing is given by using the Service Observing by Recording Device COR feature, which is specifically added for this purpose. The priority between the recorder and the observer depends on the type of device registration. The recording device registration type is given higher priority than the observer. The recording device registration uses IP applications and observing devices use IP stations.

• If you use call recording products, you can allow an observer to monitor a station or Login ID extension and record the transaction at the same time.

  Note:

  This feature restricts multiple observers on the same call for the Service Observing by VDN feature.