Class of Restriction

Set up the Class of Restriction (COR) to support Service Observing.

• Can Be Service Observed

• Can Be Service Observer

• Service Observing COR Table

Feature Access Code (FAC)

Specify the FACs for Service Observing.

• Service Observing Listen Only Access Code

• Service Observing Listen/Talk Access Code

• Service Observing No Talk Access Code

• Service observing Next Call Listen Only Access Code

• VDN Observing by Location Listen Only Access Code

• VDN Observing by Location Listen Only Access Code

Feature-Related System Parameters

Enable Expert Agent Selection (EAS) for the system.

Expert Agent Selection (EAS) Enabled

Enable a conference tone for observed users.

Service Observing Conference Tone

Enable a warning tone for observed users.

Service Observing Warning Tone

Block the service observer from monitoring an agent if the service observer and agent are in different tenant partition groups.

Block Service Observe Across Tenants

Station (multiappearance)

Assign the serv-obsrv button for Service Observing.

Any available button field in the Button Assignment area

Optional Features

Enable Service Observing for:

• Basic or logical agent ID observing

• Remote access

• Vector Directory Numbers (VDNs)

• Vector-initiated observing

• Service Observing (Basic)

• Service Observing (Basic) and Service Observing (Remote/By FAC)

• Service Observing (Basic) and the Service Observing (VDNs)

• Vectoring (Prompting)