The system administrator can configure the contact center to play a warning tone when an observer monitors an ongoing call. The tone lets an agent and a caller know that the call is under observation. If the warning tone is enabled, the contact center plays a tone when the observer starts observing a call. Subsequently, the tone plays periodically until the observation ends. The warning tone is used for agent observation, extension observation (if the agent ID differs from the station extension), and VDN observation.

If there are multiple observers, the tone plays for all of them. If one of the observers finishes call monitoring, the tone continues to play for the caller and the remaining observer.

For more information about enabling warning tones, see the agent profile section in Administering Avaya Contact Center – Extended Capacity.