OBV AGENTS

[drcook]

When I try to observe an agent on a active call, I enter in the the POS ID for the agent and all I hear is a fast busy signal. Any ideas on what is going on or how to fix?

 

[trvlr1]

Is the set you are monitoring from set up as SPV on ACD?

 

[Johnthephoneguy]

You also have to remember that only 1 person or device can observe an agent at one time. So if you have an E-talk, or Witness type recorder you need to make sure it is not recording that agent when you are trying to observe.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[drcook]

The supervisor phone has AOS and is setup as supervisor on key 0. I have removed the AST and IAPG setting from the agent phones. We do have Qfinity in place to record calls, but not for these agents. I have OBTN set to no in the ACD build out.

 

[bigindian65]

when I have had this intermittantly, I have outted the Set, rebuilt it back w/ no chgs, and have always had 100% success rate.

Mato' Was'aka

 

[CTarv]

Are you using Contact Center, a third party app, or straight ACD from the PBX?