Agent Observe not working

[seahawk04]

Need some help...tired of banging my head against the same wall. Trying to observe a couple of agents. We are on Release 7.5/AACC 6. I have a Supervisor phone programmed with SPV in CLS and OBV on Key 5. Phone is in same ACD queue as the Agent phone (not sure that matters, but it is). I press the OBV key then begin to enter the Pos ID (731XXXX) when I get to the 4th digit - Fast Busy. What am I missing. Supervisor and Agent phone printouts below.

Thanks
SUPERVISORDES 1140E
TN 148 0 01 21 VIRTUAL
TYPE 1140
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 00331
CUR_ZONE 00002
NUMZONE 0331
MRT
ERL 0
ECL 0
FDN 3311010
TGAR 1
LDN NO
NCOS 6
SGRP 6
RNPG 0
SCI 0
SSU
LNRS 16
XLST 0
SCPW 9885
SFLT NO
CAC_MFC 0
CLS TLD FBD WTA LPR MTD FND HTA TDD HFA CRPA
MWA LMPN RMMD AAD IMD AOS XHD IRA NIA OLA VCE DRG1
POD SLKD CCSD SWD LNA CNDA
CFTA SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD MCTD CLBD AUTU
GPUA DPUA DNDA CFXA ARHA FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
UDI RCC HBTD AHA IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
FDSD NOVD VOLA VOUA OUSD OBPD CDMR PRED RECA MCDD T87D SBMD
KEM3 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD
CPND_LANG ROM
RCO 0
EFD 3311010
HUNT 3311010
EHT 3311010
LHK 0
LPK 3
PLEV 02
PUID
UPWD
DANI NO
AST 00
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG DUT
DNDR 0
KEY 00 ACD 3316004 305 7319885
SPV
01 NRD
02 MSB
03 ADL 16
04 SCR 3319885 332 MARP
05 OBV
06
07
08
09
10
11 ACNT
12
13
14
15
16 MWK 3311010
17 TRN
18 AO6
19 CFW 16
20 RGA
21
22 RNP
23
24
25
26
27
28
29
30

AGENT


DES 1140E
TN 148 0 00 25 VIRTUAL
TYPE 1140
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 00331
CUR_ZONE 00017
NUMZONE 0331
MRT
ERL 0
ECL 0
FDN
TGAR 1
LDN NO
NCOS 6
SGRP 6
RNPG 0
SCI 0
SSU
LNRS 16
XLST 0
SCPW 8574
SFLT NO
CAC_MFC 0
CLS TLD FBD WTA LPR MTD FND HTD TDD HFA CRPA
MWA LMPN RMMD AAD IMD XHD IRA NIA OLA VCE DRG1
POD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD MCTD CLBD AUTU
GPUA DPUA DNDA CFXA ARHA FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
UDI RCC HBTD AHA IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
FDSD NOVD VOLA VOUA CDMR PRED RECA MCDD T87D SBMD
KEM3 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD
CPND_LANG ROM
RCO 0
HUNT
LPK 3
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST 00 03
IAPG 1
AACS YES
ACQ AS: TN,AST-POSID
ASID 17
SFNB 1 2 3 4 5 6 7 8 9 10 11 12 13 15 16 17 18 19 22 24 25 26 28 29 31 33 34 35 36 37 38 39
SFRB 1 2 15
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB 1
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG DUT
DNDR 0
KEY 00 ACD 3316004 305 7318574 AGN
01 NRD
02 MSB
03 MCN 3318110 631
04 SCR 3318574 332 MARP
05 MCN 3318001 731
06
07
08
09
10
11 ACNT
12
13
14
15
16 MWK 3311010
17 TRN
18 AO6
19 CFW 16
20 RGA
21
22 RNP
23
24
25
26
27
28
29
30

 

[KCFLHRC]

I believe you have to have that Agent appearing on the Supervisor phone and press the agent key instead of dialing the agent ID

 

[Triton101]

does it work for anyone? (observe any agent at all?) also, you are using NCRQ? or some other recorder?

not sure long shot, maybe the zones?

CFG_ZONE 00331
CUR_ZONE 00017
NUMZONE 0331

__________________________________________________________
Find a job you love and you'll never work a day in your life. - Confucius

 

[trvlr1]

Make sure that the number you are trying to observe is the number the agent logged in as.

 

[JuanCabrillo]

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

 

[seahawk04]

Good point Juan. I could have sworn it was acquired earlier, but that could be the problem. I will acquire it and see what happens.

 

[KCFLHRC]

The Agent Observe feature isn't a feature of Contact Center, it's a feature of the PBX so it doesn't matter if the set is acquired or not. All the documentation I can find says you have to have the agents key on the supervisor phone, have you tried that as I suggested earlier?

 

[RichardFagan]

Hi. From my poor old memory I seem to remember that the Agent set had to have SPID set to the Supy's ID? Your one shows it as "SPID NONE".

 

[seahawk04]

KCFLHRC - what if I want to Observe 20 agents? How can I have them all appear on the Supervisor phone?

Triton - we are using WFO for Contact Recording/Quality Monitoring

 

[KCFLHRC]

Probably a good idea to read the ACD fundamentals guide. Lots of good info in there and tells you how to program the Observe feature, but once again, it says to press the agents key. To do this with 20 agents you would need an add on module/KEM.

 

[JuanCabrillo]

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 data block
ADPD xx..xx yy..yy Supervisor login ID followed by supervisor Observe
password (separated by a space)
Alphabetical list

 

[trvlr1]

Use add on modules. A 2616 with 2 add on modules for example, will give you 60 keys to load up agents and essential functions.

 

[JuanCabrillo]

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 to have the capability to observe the agents' personal calls. In some
countries, there is a legal requirement to maintain the privacy of calls made by agents.
Without this feature, the supervisor can hear the agent's IDN (non-ACD) calls while observing
the agent, even when the agent is logged out. This compromises the privacy of calls made by
agents.
With this feature, the system administrator can choose three levels of restrictions on the
observation of supervisors, as follows:
• No restrictions (RAO = NO) The supervisor can observe any agent call. This is the default
condition and defines the supervisory function without this feature.
• Restrict Observe of IDN calls when logged out (RAO = YES) The supervisor cannot
observe agent IDN calls when the agent is logged out.
• Restrict Observe of all IDN calls (RAO = FULL) The supervisor cannot observe any IDN
calls by any agent regardless of whether the agent is logged in or logged out.

 

[JuanCabrillo]

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.

 

[teletech2]

If you have not already gotten this fixed, try this. Just did it the other day and it worked for us.

In Contact Center, make sure all the agents you want to observe are associated with the specific supervisor. Then, under Contact Center Management, pull up your supervisor and enter the position ID that is tied to the supervisor phone, in the Telephony/Port field. Hope this helps!