Need help quick with service observe 1

[jduawa]

Cannot find good documentation on how to have one person listen in on another persons call, can any one provide the docs, or just typoe up the info. have a service rep and need a trainee to be able to listen in on the call without the party on the other end hearing anything.
thanks

 

[def1]

change "feature access code" and assign a string to "Service Observing Listen Only Access Code". Check that the Class of Restriction assigned to the Agent IDs (or stations if Agent IDs not used) has the "Can Be a Service Observer" set to "y" for the extension that you want to be able to observe another's call, and the "Can Be Service Observed" set to "y" for the extension that you want to observe.

Then dial go to the extension that you intend listening from and dial the "Service Observing Listen Only Access Code" followed by the extension number that you intend listeng too and you should hear their call.

Cheers.

 

[jduawa]

does anyone know if this will work on bridged appearances, we have an 800 number that rings to an ext. with no port and is bridged to an actual extension with a port, will service observ work like this?