Check if a supervisor can monitor calls. Check if the supervisor can switch between observe modes during the active observing session.
For more information about Service Observing, see the features section in Avaya Contact Center – Extended Capacity Solution Description.
Before you begin
Ensure that the agent skill has a supervisor extension assigned. For more information, see the skill overview section in Administering Avaya Contact Center – Extended Capacity.
Ensure that the supervisor endpoint has the Service Observe buttons for Listen Only, Listen and Talk, and Coach modes configured.
Ensure that the observed objects have the permission set for Service Observing configured.
Procedure
Log in to the agent endpoint with the agent credentials.
Log in to the supervisor endpoint with the supervisor endpoint credentials.
On the caller's phone, call a VDN.
On the agent endpoint, answer the incoming call.
On the supervisor endpoint, press the Service Observe button.
Select Listen Only mode.
Enter the agent login ID to observe.
Check the quality of the speech path.
On the supervisor endpoint, switch to Coach mode.
On the agent endpoint, verify that you can hear the supervisor.
On the caller's phone, verify that you can hear only the agent.
On the supervisor endpoint, switch to Listen and Talk mode.
On the caller's phone, verify that you can hear the agent and supervisor.
