Supervisors can monitor all incoming internal, ACD, and direct agent calls to agent login IDs. To observe calls, the supervisor presses the Service Observe feature button and enters an agent login ID on their endpoint. When the supervisor enters an agent login ID that is already observed, Avaya Contact Center – Extended Capacity puts the supervisor in the wait state. The contact center rejects the observing session if an agent with the specified login ID is not logged in.

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