In Avaya Contact Center – Extended Capacity, supervisors can observe calls remotely from a device that is not directly associated with the contact center. The system administrator can associate a VDN extension that the supervisor enters to observe calls with a vector that activates remote Service Observing. The administrator must configure a permission set to enable Service Observing for the VDN extension that the supervisor enters to observe calls. The administrator can configure the contact center to require the supervisor to enter a security code after dialing a VDN extension.
When Avaya Contact Center – Extended Capacity activates Service Observing, the supervisor can hear a confirmation tone. If Service Observing mode is Listen Only or Listen and Talk, the contact center immediately adds the supervisor to the call. If Service Observing mode is Next Call Listen Only or Next Call Listen and Talk, Avaya Contact Center – Extended Capacity keeps the supervisor in the wait state until the next call. The administrator can also specify an agent profile when configuring Service Observing vectors to observe calls for a specific contact center office. When the supervisor joins the call remotely, the supervisor cannot switch to another observing mode or monitor calls in Coach mode.
If the supervisor observes the call for an agent login ID or endpoint extension, Avaya Contact Center – Extended Capacity puts the supervisor in the wait state when the call is put on hold. When the agent creates a consultation or conference call, the supervisor remains on the call. The contact center disconnects the supervisor from the call if the agent transfers the call.
If the supervisor observes the call for a VDN extension, the supervisor continues to observe the call when the agent puts the call on hold or transfers the call. Supervisors cannot observe conference or consultation calls.
To use the remote Service Observing feature on Avaya Agent for Desktop, the system administrator must set the DMTF Type setting to rtp-payload. For more information about configuring Avaya Agent for Desktop, see the post-installation configuration section in Deploying and configuring Avaya Agent for Desktop.
