Can remote service observe be limited to particular agent-login IDs?

[PNWTelecomLady]

We run a multi-site, multi-client call center environment in which one client wishes to remote service-observe by agent-login ID. The problem is that our clients all have agreements that *other* clients won't be able to listen in on their calls.

The client who wants to SO claims that their "other vendor" allows them to do so by ID but I am unaware of how to do this without compromising the confidentiality of other clients on the same PBX.

 

[NetworksMD]

I don't think there is a way to do this without tenant partitioning. There is a way to block calling from one COR to another, but I don't think it works for SO.

 

[Definity]

You can control that using seperate COR for different processes. e.g. Client A has all the agents assigned with COR 11 & the remote bargein VDN that you create just assign COR 21 & allow Service Observe for COR 11 only. This will protect the confidentiality of the agent calls of different processes.