To monitor a VDN, supervisors must press the Service Observe feature button and enter a VDN extension on their endpoint. Avaya Contact Center – Extended Capacity connects the supervisor to the next call that enters call processing on the specified VDN. The contact center can connect only one supervisor to a VDN extension at a time. The observer can hear all call prompts, announcements, music, and other wait treatment tones that the agent and caller hear. The system administrator can configure the VDN to not play treatment tones to the supervisor and to start service observing when the agent answers the call.

Avaya Contact Center – Extended Capacity keeps the service observing session until the supervisor disconnects from the VDN extension. If the supervisor stays on the VDN extension when the caller ends the call, the contact center connects the supervisor to the next call on the same VDN. The supervisor is in Listen Only mode until the agent is available for the next call.

The system administrator must configure a permission set to enable Service Observing for calls coming to the specified VDN.