Observe functionality

[wichie13]

Wondering if anyone can comment on the observe functionality.

It is currently working for active acd calls, but supervisor has stated that when acd call is put on hold they can not hear the call taker on their active outbound call on a outbound line.

Should this also pick up the call on a regular outboaund call when the acd key is put on hold.

Thanks

Wichie

 

[SharkySeph]

I don't believe that it functions like that. The Observer functionality usually monitors a given ACD ID and any call made when a queue call is on hold isn't utilizing that ACD ID, so there isn't anything to monitor.