Adding a SERV-OBSRV DIGITS vector step

Last Updated : Apr 22, 2022 |

About this task

A supervisor can observe calls by dialing a VDN extension for Service Observing on a device that is not directly associated with Avaya Contact Center – Extended Capacity. Add a serv-obsrv digits vector step to allow remote supervisors to observe calls for the extension obtained by the preceding collect step. You can also specify the observe mode in which the supervisor monitors calls. For more information about remote service observing, see the features section in Avaya Contact Center – Extended Capacity Solution Description.

Procedure

  1. On the Configuration Server web portal, go to Administration > Contact Center > Vectors.
  2. At the top-right corner of the Vectors screen, click the Add icon.

    The Configuration Server displays the vector configuration fields.

  3. On the top half of the screen, configure the required fields.
  4. On the bottom half of the screen, in the drop-down box on the left of the row, select serv-obsrv.
  5. In the next drop-down box, select digits.
  6. In type, select one of the following observe modes:

    • lstn: The supervisor can only listen to calls on the extension.

    • lstn-talk: The supervisor can listen and talk during calls on the extension.

    • nxt-call-lstn: The contact center adds the supervisor to the next call on the extension. The supervisor can only listen calls.

    • nxt-call-lstn-talk: The contact center adds the supervisor to the next call on the extension. The supervisor can listen and talk during calls.

  7. Optional Configure the required vector steps.
  8. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the vector configuration and redirects you to the Vectors screen.

Related information
Adding vectors