Adding a SERV-OBSRV NUMBER vector step

Last Updated : Apr 26, 2022 |

About this task

Add a serv-obsrv number vector step to allow remote supervisors to observe calls for a specific endpoint extension, VDN, or agent. 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 number.
  6. Click the next field and on the Assign pane select one of the following:

    • Agent and an agent login ID to observe

    • Station and an endpoint extension to observe

    • VDN and a VDN extension to observe

  7. In type, select one of the following observe modes:

    • by-loc-lstn: The supervisor can listen to calls on the extension in a particular agent profile.

    • by-loc-lstn-talk: The supervisor can listen to and talk during calls on the extension in a particular agent profile.

    • 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.

  8. In for loc, select the required agent profile.

    You can configure agent profiles on the Agent Profiles screen of the System tab.

    Configured agent profiles are available only for by-loc-lstn or by-loc-lstn-talk observe modes. For other observe modes, you must select none as the agent profiles.

  9. Optional Configure the required vector steps.
  10. 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