analog port service observing

[ptower]

I would like to install a Teltone OfficeLink I remote access box onto my switch. It would be used for remote service observing by a client of a specific extension group which is defined.
I was told that I needed to have the ability to do service observing using an analog port, since that is what this box uses. I don't have access to anyone who can tell me if I have this ability or not, so I am loathe to spend $1K for this equipment without knowing if I can use it or not.
Any ideas about how I would determine analog port service observing capability on my Legend Merlin Magix switch. Thank you so much for your help, I appreciate it.

 

[gregarican]

I haven't used this on Merlin, but from reviewing the docs I have for Merlin here's what I found:

1) The Service Observer feature is available for 4406D+, 4412D+, 4424D+, 4424LD+, and MLX telephones. The MLX phones use MLX cards and the 4400 series phones use DLC cards. So apparently there's no analog ports that directly work with this feature.

2) The CTI Link feature is available as an MLX port for use with certain compatible equipment. From what it sounds like your equipment wouldn't use the CTI Link anyway.

Unless there's a funky adjunct scenario you could put into place I wouldn't think that this would be a go.

 

[ptower]

I was afraid of that. It appears Service Observing is only possible on digital phone sets on the Merlin line, so no go. Thank you very much for your help, I had asked several people and none had the answer but you.

 

[gregarican]

Glad I could help. That's strange that Merlin uses an ISDN port for external stuff like service observation and CTI. Most monitoring and CTI apps I've worked with that integrate with a PBX/ACD work plug into analog ports. Merlin's interface seems to be more proprietary.

From what I've read it seems as if Avaya's entry-level into the call center world of apps is the Definity switch. As far as I know the Merlin can directly interface with just the Merlin Reporter and Passageway Direc Connect items for extended capabilities.

Merlin Reporter is just organized SMDR data and Passageway Direct Connect is just for TAPI stuff like screen pops and soft phone operations. And Passageway isn't even supported past the Windows 95 OS!

So you are probably at a dead end. Sorry...

 

[panamared]

Thank you for your expert advice, I appreciate it.