Avaya Contact Center – Extended Capacity supports two service observers to monitor the same agent login ID or endpoint extension. If one of the service observers stops monitoring the call, the other supervisor continues to observe calls. Only one of the observers on the call can coach an agent.

Multiple service observers cannot monitor the same VDN extension. When a supervisor observes the VDN extension on a call, the second supervisor observes the agent login ID or endpoint extension. If another supervisor attempts to monitor calls on the VDN extension, Avaya Contact Center – Extended Capacity assigns the monitoring role to the supervisor who starts observing first. The second supervisor can monitor the next call on the VDN extension.

The contact center assigns the highest priority to supervisors who start observing calls first. If the total number of service observers on a call is greater than two due to call transferring, call conferencing, or direct agent calling, the contact center retains only two supervisors with the highest priority.

The multiple service observing feature includes the following capabilities:

• In a single call, one service observer can monitor a VDN extension and the second service observer can monitor the agent.

• In a single call, two service observers can monitor an agent, while nobody monitors the VDN extension.

• Two supervisors can activate service observing to observe the same call.

• Two supervisors can observe the same call from a remote device.

• Two supervisors can use the Activate Service Observing CTI event from AES applications to observe the same call.

• Two supervisors can use a combination of local, remote, and CTI-based service observing mechanisms to observe the same call.

• Avaya Contact Center – Extended Capacity retains both service observers observing two separate calls, when these two calls are conferenced together.