Avaya Sevice Observing

[espacitto]

Hi,
We practice Service Observing for our agents, now we need to give choice for caller to define if he wants that the call can be observed or not.

My idea is to create a second route (VDN, Vector and Skill) and to specify that when the caller's choice is to don't observe his call, the call must be treated using the second route.

So my question is how to don't observe agent when his call is received using the second router?

Thanks.

regards.

 

[4merAvaya]

Service Observe is based on COR. Unfortunately, that can't be changed mid-call.

Kevin

 

[joe2938]

exactly as stated by 4meravaya

 

[europe]

You can service observer VDN's as well.
So the coiche for the customer goes to two different VDN's.
One will be used for service observe, the other one you do not use....

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[joe2938]

that will not work as they have already dialed the number

 

[newglide]

We have an announcement that plays when the customer calls letting them know the call may be monitored