I spoke with avaya today and was informed our switch is capable of call monitoring. I think they called it service observing. I was also told by a previous manager that he had done it before, but it was turned off for some reason or another. How do I check to see if it is available and/or turn it on? Also, how do I make use of it once it is turned on?
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Is there a way to enable call monitoring with the definity g3si?
- Thread starter gjames
- Start date
G van Hamburg
IS-IT--Management
First look in the sys cust if you have service observing or service observing by FAC.
Then define in the cor the "observer" and the "can be observed".
Use the feature access code (disp fea) or program a button for service observing.(depending on your sys cust options)
By the way, I think the meant CDR. Plan your work............Work your plan
![[afro]](/data/assets/smilies/afro.gif "[afro] [afro]")
Then define in the cor the "observer" and the "can be observed".
Use the feature access code (disp fea) or program a button for service observing.(depending on your sys cust options)
By the way, I think the meant CDR. Plan your work............Work your plan
Bartimaeus
IS-IT--Management
Good morning gjames,
To get you started, assuming the customer option on your switch for service observing is yes and you have vectoring make sure the "can be service observed" field is stroked to yes on the COR of the person you want to observe. Careful here, your key people may not want to be service observable, you may to assign a new COR to them just for this one field. Next, assign a service observe button to the phone you want to observe from. Remember, the observer's COR must be stroked yes for "can be a service observer". Assign feature codes for the listen/listen-talk functions.
To begin observing, the observer presses the Service Observing button plus the agent’s extension number. Initially, the observer is in listen-only mode. The observer presses the Service Observing button to toggle between listen-only and listen/talk mode. The lamp
indicates which mode the observer is in. To deactivate Service Observing, the observer hangs up, selects another call appearance, or presses the disconnect or release button. An observer can observe an agent who is not active on a call. The observer is in the wait state until the agent receives a call, then the observer is bridged onto the call.
Check the Avaya Guide to ACD Call Centers for more info.
Bart
To get you started, assuming the customer option on your switch for service observing is yes and you have vectoring make sure the "can be service observed" field is stroked to yes on the COR of the person you want to observe. Careful here, your key people may not want to be service observable, you may to assign a new COR to them just for this one field. Next, assign a service observe button to the phone you want to observe from. Remember, the observer's COR must be stroked yes for "can be a service observer". Assign feature codes for the listen/listen-talk functions.
To begin observing, the observer presses the Service Observing button plus the agent’s extension number. Initially, the observer is in listen-only mode. The observer presses the Service Observing button to toggle between listen-only and listen/talk mode. The lamp
indicates which mode the observer is in. To deactivate Service Observing, the observer hangs up, selects another call appearance, or presses the disconnect or release button. An observer can observe an agent who is not active on a call. The observer is in the wait state until the agent receives a call, then the observer is bridged onto the call.
Check the Avaya Guide to ACD Call Centers for more info.
Bart
- Thread starter
- #4
Brandaris,
Cor 10 is what our customer service group is using. It is set up to be an observer and can be observed. I did disp fea and noticed that service observing listen only is 188
and service observing listen and talk is 189. How do I use this now. What would I dial to listen to extension 3101 for instance?
Cor 10 is what our customer service group is using. It is set up to be an observer and can be observed. I did disp fea and noticed that service observing listen only is 188
and service observing listen and talk is 189. How do I use this now. What would I dial to listen to extension 3101 for instance?
- Thread starter
- #5
G van Hamburg
IS-IT--Management
If I'm not mistaken it's the feature access code + the extension number.
In case you program a button, it's the button plus the extension number.
Plan your work............Work your plan
In case you program a button, it's the button plus the extension number.
Plan your work............Work your plan
You can also program buttons on the phone with a "serv-obsrv" button. This will make it a lot easier to observe because the button light will let you know which mode you're in. If it's steadily on, then you're in "listen only" mode. If you press the button one more time, you will toggle it into "talk" mode. The light will flash when on and off when it's in "talk" mode. If you press it again you will be in "listen only" mode again.
I hope this helps.
Thanks,
Tom
I hope this helps.
Thanks,
Tom
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