Supervisors can monitor all incoming internal, ACD, and direct agent calls to endpoint extensions. To observe calls, the supervisor presses the Service Observe feature button and enters an endpoint extension on their endpoint. When the supervisor enters an endpoint extension that is already observed, Avaya Contact Center – Extended Capacity puts the supervisor in the wait state. The contact center rejects the observing session if the specified endpoint is unregistered.

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