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You DO NOT have to have the agent position on the supervisor phone to observe. You can Observe by dialing the agent position ID from the supervisor set.

Here's another thing to check, In LD 23 print out the ACD Queue 3316004 and check the RAO setting to see if it is set to NO, YES or FULL. Agent Observe Login (Advanced) In a call center, the supervisor can monitor the quality of service. However, some call centers do not want their supervisors...

Sounds like you may have passwords turned on for OBSERVE. Print this out from LD23 to see if you are using Passwords to Observe. OBVP: Configure the Observe Password Table Prompt Response Comment REQ: aaa Request TYPE: OBVP Observe Password table CUST xx Customer number associated with this...

I see the agent position is acquired by Contact Center and the Supervisor isn't, both need to either be acquired or not acquired.

Run a login / logout report to see if they are actully putting their phone in Not Ready before they go on break. You can also setup the Call Presentation to logout or not ready the phone if they forget to and a call is presented to their phone while they are away from the phone.