Controls whether two observers can monitor the same call.

Valid entries are y and n (default).

If you select y:

• Two observers can monitor the same Expert Agent Selection (EAS) agent login ID or station extension.

• Up to two service observers can be on the same two-party call or in a conference call with more than two parties.

If you select n, only one service observer can monitor the EAS agent login ID or station extension.

Controls whether the system plays a warning tone that the phone users and calling parties can hear when a supervisor monitors the call.

Valid entries are y and n (default).

The option is applicable if the Service Observing (Basic) field on the System-Parameters Customer-Options screen is active.

Controls whether the system plays a conference tone that the phone users and calling parties can hear when a supervisor monitors the call.

Valid entries are y and n (default).

The option is applicable if the Service Observing (Basic) field on the System-Parameters Customer-Options screen is active.

This option is not applicable if you set the Service Observing: Warning Tone option to y.

Controls whether multi-appearance phone users can prevent other service observers from bridging on to an existing call.

Valid entries are y and n (default).

If you select y, Communication Manager allows a Service Observing connection towards a station with Exclusion active, using Class of Service (COS) or by manual activation of Exclusion.

If you select n, Communication Manager denies a Service Observing connection towards a station with Exclusion active. If an agent activates Exclusion while being observed, Communication Manager drops all bridged parties including the observer from the call.

Controls whether multi-appearance phone users can prevent ASAI Single Step Conference (SSC) parties from bridging on to an existing call.

Valid entries are i, b, and n (default).

If you select i, Communication Manager allows invisible SSC parties a connection towards a station with Exclusion active, using COS or by manual activation of Exclusion.

If you select b, Communication Manager allows visible and invisible SSC parties a connection towards a station with Exclusion active, using COS or by manual activation of Exclusion.

If you select n, Communication Manager denies a SSC connection towards a station with Exclusion active. If an agent activates Exclusion while being observed, Communication Manager drops all bridged parties including the observer from the call.

Controls whether a supervisor can provide whisper coaching on a call with an invisible SSC. When using whisper coaching, only the agent will hear the supervisor.

Valid entries are y and n (default).

If you select y, the supervisor can change to coaching mode to give advice to the agent without the customer hearing that advice. The supervisor is heard by the agent, but other parties on the call will not hear the supervisor. If you are using Avaya Call Recording, anything said by the supervisor is recorded except while in the coaching mode.

If you select n, the supervisor is blocked from changing to the coaching mode while the invisible SSC is on the call.