Hi Everyone, and thanks for some of your recent help!
Here's another question for you...
To allow for Agent Observe on the Secondary DN, I understand that you need to set up a Supervisor with an ACD set by putting SPV in the class of service of the manager set and AOS (Allow the Observation of Other Supervisors) or DOS (Deny...).
If you put RAO (Restricted Agent Observe) in the ACDN programming to FULL it restricts the supervisor from observing any of the agent's IDN (Individual DN) / SDN (Secondary DN) calls.
The question...
For doing outbound calling or receiving direct dialed calls from customers, it is important to be able to observe the IDN / SDN. What do you set RAO to in order to observe the IDN / SDN as well?
Thanks,
David Jones
Here's another question for you...
To allow for Agent Observe on the Secondary DN, I understand that you need to set up a Supervisor with an ACD set by putting SPV in the class of service of the manager set and AOS (Allow the Observation of Other Supervisors) or DOS (Deny...).
If you put RAO (Restricted Agent Observe) in the ACDN programming to FULL it restricts the supervisor from observing any of the agent's IDN (Individual DN) / SDN (Secondary DN) calls.
The question...
For doing outbound calling or receiving direct dialed calls from customers, it is important to be able to observe the IDN / SDN. What do you set RAO to in order to observe the IDN / SDN as well?
Thanks,
David Jones
