With the serv-obsrv step, remote supervisors can observe calls on a device that is not directly associated with Avaya Contact Center – Extended Capacity. The system administrator can also configure the contact center to require the supervisor to enter a security code after dialing a VDN extension for Service Observing from a remote device.

With the serv-obsrv step, remote supervisors can monitor calls either to an extension obtained by the collect step or to an endpoint extension, an agent, or a VDN. The system administrator must also specify the Permission Sets (COR) of the observed agent, endpoint, or VDN, and the supervisor observe mode.