Call Observing

[mfalomir]

Hi, all of my ACD stations can be observed ( in their COR have enbaled the Can Be Observed feature), however when one station is being observed by someone at our call center it cannot be observed by other one at the same time. So, is it possible that one station is observed by more than one at a time ? So far I have not found it possible

Thanks in advanced!
Mario

 

[nohuhu]

mfalomir,

no it is not possible.

 

[nohuhu]

mfalomir,

there's a hitch, though: you can use verify button instead of service observe.
note though that verify is a bit dangerous and easily abused, because it has no restrictions on what it may verify (listen). it can be an extension, a trunk port, about anything. cor restrictions are not applied to it.

 

[netechsys]

mfalomir,

I am VERY familiar with this problem. There is a limitation in the G3's that there is only one observation per agent at any given time. This is assigned on a first come, first serve basis. If a second manager tries to observe an agent, they will be put in queue for that agent, and connected after the first manager drops off.

This hold true on any service observation solution, including recording solutions like NICE's and Witness. These solutions can use service observation, but they are limited to the same restriction. So, if you have a recording solution that uses this same feature, you will run into the same limitation.

-NetechSys

 

[nohuhu]

netechsys,

most recording solutions, including witness and nice, have real-time audio relay mechanism that allows supervisors to listen to the observed (recorded) call through the recording server itself.

 

[Duaneness]

You can look into using MELCO Service-Observe products. One Melco allows one person to observe any one of up to 30 stations at one time. Through the use of multiple Melcos, 66-type buss blocks and creative wiring, I had several centers where up to six supervisors could monitor simultaneously - even the same station.

- Duaneness

 

[mfalomir]

Thanks very much for your help and info so dwalin, the other option you metioned, the verify button, it works the same way as the obesrving option , (only with no cor restrictions) ?

Thanks

 

[netechsys]

Correct, but if the supervisors want to use the Service Observation feature of the switch, you will get this same error. NICE has started offering, a while ago, a different recording method for this type of recording. Single Step Confrence. This does a confrence between the recording port to the active call via the ASAI. This frees up the service observation resource for managers to use.

I just mentioned this so people are awear of this limitation.

 

[mfalomir]

dwalin, where do I enable the verify feature ?

Thanks!
Mario

 

[nohuhu]

mfalomir,

it is not enabled anywhere, it's a built-in service function. just assign any extension a verify button and use it. press it and enter desired extension number.

 

[mfalomir]

Ohhh I see Thanks for your help

 

[mfalomir]

Hi dwalin, I did a test with the verify button, but when I pressed it and entered the station it actually dialed to that station, and on my display appeared [station number] TERMINATED. I was reading through the docs, and found that the verify button is for testing purposes, but how does it actaully works ? What does it means to "verify" the trunk , port or station ? to check availability perhaps ?

Thanks in advanced
Mario