OBSERVE HELP

[janaya]

Scenario: Supervisor A begins to observe Agent B. Supv is able to listen in on the conversation (as they are supposed to). Agent B is finished with the call and hangs up.

What is supposed to happen is, Supervisor A should still stay connected to Agent B's phoneset to monitor the next call.

What is happening is that Supervisor A will begin to hear other calls, not originating from the Agent ID he entered. It's almost as if the observe disconnected from the agent and stayed connected to the trunk.

When I trace the new calls, when we can identify the calling extensions, I don't show a whole lot of infomration, except for conferenced ports. I am trying to see with a back to back trace of calls to see if it is on the same port. That will narrow down. If you hear of anything like this, please let me know.

Well as I was typing another call came through and it wasn't on the same trunk, so now I'm stumped. I have ticket open with our maintenance provider, but if anyone out there knows, please let me know.

Thanks

John

 

[kristiandg]

The OBV feature has the ability for the supervisor to hit it and be connected 2-way with the caller. Once thats done, I don't know if the Agent still can drop the call, or if it becomes like a conference where when one party leaves, the other parties remain connected.

I'd check to see the exact procedure the SPV is using to monitor.

Hope this helps...

Kris

 

[chaldhanno]

hi,
We had the same problem. what exactly happens is that the supervisor starts to listen otehr conversations , when the agent he is observing diconnects.

I think its a bug, we had the problem with 25.3 releae but recently upgraded to 25.40 and the problem does not surfaced again.
hope it helps
Regards
Pankaj

 

[Reusser]

There is a patch that might fix your problem - check with your vendor to see if it is a match with your problem and system.

MPLR13325