ACD Observe Key

[Muddyheels]

We are using an 81C, Call Pilot, and symposium together. We have built a test ACD group with 2 agents and 1 spv.

I am trying to observe my agents using the key on the phone, however, when I press the obv key, I am placed in NRD and the screen wants me to enter the agent ID number. When I type in the ID number, it gives me a busy. What am I doing wrong? Any suggestions will be greatly appreciated.

 

[spanton]

are you entering the position id of the agent that you are trying to monitor?

 

[ff7121]

For Agent observing you must enter Agent Position ID, not Symposium Agent ID, this important !!!
Agent position ID which assigned to some Symposium Agent you can view in Symposium realtime reports.

Good luck!

 

[huntsville]

ON AGENT PHONE, CLS WILL BE AGN
ON SUPERVISOR CLS SHOULD BE SPV
AND MAKE KEY x OBV

press observe key , and on prompt punch in the agent POS id.
to get agent pos id, just print the extension, it will be displayed next to the acd number

cheerz