Attendants

An attendant can be observed, but cannot be an observer.

Bridged Appearances

You observe calls on a primary extension and all bridged appearances of that extension. You cannot observe bridged appearances on the extensions telephone. For example, if you are observing extension 3082 and this telephone also has a bridged appearance for extension 3282, you cannot observe calls on the bridged call appearance for 3282. But if you observe extension 3282, you can observe activity on the primary and all of the bridged call appearances of 3282.

The primary telephone user or bridging user can bridge onto a service observed call of the primary at any time. A bridging user cannot activate Service Observing using a bridged call appearance.

If the primary is service observing on an active call, a bridged call appearance cannot bridge onto the primary line that is doing the service observing.

Busy-Verification

You cannot observe an extension that is being busy-verified. You cannot busy-verify an extension that is being observed.

Call Coverage and Call Pickup

An observer cannot observe a call that is answered by a covering agent or a member of a pickup group, unless the called agent bridges onto the call.

Call Park

An observer cannot park the observed call.

Call Waiting

Incoming calls do not wait on a single-line telephone that is being observed.

Conference

An observer cannot initiate a conference call while the observer is also observing a call.

If an observed user starts a conference, or enters a conference call that has fewer than six parties, the system places the observer in the wait state until the system connects the call. Then the observer can observe the conference. The system counts the observer as one of the conference call participants. The observer can observer all of the conference participants, regardless of the Class of Restriction (COR). In addition, the system bridges the observer onto any calls that a conference participant places or receives while the conference is active. When the user leaves the conference, the observer also leaves and returns to observing the original call.

Data Privacy

An observer cannot observe an extension:

• On which Data Privacy is active

• While the extension is on a conference call with another extension for which Data Privacy is active

Data Restriction

An observer cannot observe an extension

• On which Data Restriction is active.

• While the extension is on a conference call with another extension for which Data Restriction is active

Distributed Communications System (DCS)

To observe user extensions that are on another node, such as a DCS station extension, the observer must set up remote-access service observing.

The system does not transmit service observing displays across DCS networks.

Extension to Cellular

You cannot activate the Service Observe feature from numbers mapped with EC500. If a call comes in from a number mapped with EC500, Communication Manager considers the call to be bridged appearance. If you use bridged call appearance, you cannot use Service Observing.

Hold

An observer cannot place a call on hold while the observer is also observing a call.

If a user who is being observed places a call on hold, the observer enters the wait state.

Integrated Directory

Observers do not hear a user dial an integrated directory number.

IP Solutions

If an observer observes an IP to IP direct call, the users on the call might hear a break-in conversation of about 200 milliseconds.

Leave Word Calling (LWC)

Parties on an observed call cannot use LWC.

Music-on-Hold

If an observer is in listen-talk mode, neither the caller nor the observer hears music-on-hold. If an observer is in listen-only mode, the caller hears music-on-hold, but the observer does not.

Privacy - Manual Exclusion

Observing towards a station with Exclusion active is denied, or if Exclusion is activated by a station while being observed, all bridged parties including the observer are dropped. If the Service Observing with Exclusion field on the Feature-Related System Parameters screen is y, then Service Observing of a station with Exclusion active, either by Class Of Service or by manual activation of Exclusion, is allowed.

Transfer

An observer cannot initiate a transfer while the observer is also observing a call.

If a user transfers a call, the observer is placed in the wait state. The observer is bridged onto the call when the transfer is complete.