OBSERVE Key not working

[candrews11]

Why would the observe key not be working on this one??

Thanks in advance.


DES CLINIC
TN 015 0 00 00
TYPE 3904
CDEN 8D
CUST 0
FDN 7000
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 1
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR PUA MTD FNA HTA TDD HFA GRLD CRPD STSD
MWA RMMD SMWD AAD IMD DOS XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CPND_LANG ENG
RCO 0
HUNT 7000
LHK 5
PLEV 02
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 5300 0 5305
SPV
01 NRD
02 MSB
03 SCR 8305 1 MARP
CPND
NAME AGENT
XPLN 21
DISPLAY_FMT FIRST,LAST
04 RNP
05 OBV
06 ADL 16
07 ADL 16
08 ADL 16
09 ADL 16
10 ADL 16
11 ADL 16
12
13
14
15
16 MWK 7000
17 TRN
18 AO6
19 CFW 16 8334
20 RGA
21 PRK
22
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 2 JUL 2004

 

[cmawbey]

cant see SPV in the CLS.....

Colin

 

[Nortellian]

Who are you trying to supervise? Make sure its an agent. Make sure your entering the correct agents id. What is happening when you try to supervise?

 

[Nortellian]

slash supervise insert observe in above post

 

[candrews11]

example of an agent phone I'm trying to monitor

TN 011 0 00 08
TYPE 3905
CDEN 8D
CUST 0
FDN 7000
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA TDD CRPD STSD
MWA RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CPND_LANG ENG
RCO 0
HUNT 7000
LHK 2
PLEV 02
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 5400 0 5358
AGN
01 SCR 8358 1 MARP
CPND
NAME AGENT A
XPLN 13
DISPLAY_FMT FIRST,LAST
02 SCR 6358 D MARP
CPND
NAME AGENT A
XPLN 13
DISPLAY_FMT FIRST,LAST
03 RDL 16 5400
04 RDL 16 8309
05
06
07
08 MSB
09 NRD
10 EMR
11 ASP
12
13
14
15
16 MWK 7000
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 6 FEB 2003

 

[candrews11]

Does that help any or is there something else that you all would need to see?

 

[sandyml]

Yes - can you print ACD queues 5400 and 5300. Does this happen consistently with all calls, both ACD and DN calls? Is the agent logged in? Do you have a call recording system, such as Verint, that may also be observing the agents? (Only 1 observe per agent, the 2nd will fail.)

 

[johnpoole]

you'll never see spv in class, if floats down to key zero after you enter, just like agn. the sup is not in the same acd group as the agent, you can have mup spv's on a phone. prt the dn of 5300, those tn's she can obv. no one else, i guess you know to be careful with changes, exp, with symposium..

john poole
bellsouth business
columbia,sc