Remote Service Observing using a Vector and FAC

[Ariadne]

I am trying to allow supervisors the ability to remotely service observe their agents. Currently, when it is called, it hangs up on the supervisor after they press an option 1 through 4 to observe any of their 4 agents.

Here is a copy of the vector that I wrote:

Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 goto step 15 if time-of-day is all 18:00 to all 07:30
02 goto step 15 if time-of-day is fri 18:00 to mon 07:30
03 wait-time 6 secs hearing ringback
04 collect 5 digits after announcement 25263
05 goto step 9 if digits = 12345
06 announcement 25264
07 disconnect after announcement none
08 stop
09 collect 1 digits after announcement 25265
10 route-to number *8731244 with cov y if digit = 1
11 route-to number *8731245 with cov y if digit = 2


In Step 5- 12345 is the password they enter
In Step 10- *87 is the service observe, listen only code and 31244 is the agent ID number

What did I miss?

 

[bkht]

10 route-to number *8731244 with cov y if digit = 1
11 route-to number *8731245 with cov y if digit = 2

Set the covergae path to n & try again. It should work.

 

[Ariadne]

I changed it, and it still disconnects the line.

 

[bkht]

VDN cor should have the facility of service observe enabled.

 

[Ariadne]

FRL: 5 APLT? y
Can Be Service Observed? y Calling Party Restriction: none
Can Be A Service Observer? n Called Party Restriction: none
Time of Day Chart: 1 Forced Entry of Account Codes? n
Priority Queuing? n Direct Agent Calling? n
Restriction Override: none Facility Access Trunk Test? n
Restricted Call List? n Can Change Coverage? n

Access to MCT? y Fully Restricted Service? n
Group II Category For MFC: 7 Hear VDN of Origin Annc.? y
Send ANI for MFE? n Add/Remove Agent Skills? n
MF ANI Prefix: Automatic Charge Display? n
Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n
Can Be Picked Up By Directed Call Pickup? n
Can Use Directed Call Pickup? n
Group Controlled Restriction: inactive

This is the COR that the VDN has; it is also the COR that the agents have...

 

[bkht]

10 route-to number *8731244 with cov y if digit = 1
11 route-to number *8731245 with cov y if digit = 2

give a pause after *87,31244 or

enter *87 only & inform the caller to enter the Agent id manually.

 

[bkht]

Set the direct agent calling to yes..

COR Number: 4
COR Description: AgentID-Supervisor

FRL: 6 APLT? y
Can Be Service Observed? y Calling Party Restriction: none
Can Be A Service Observer? y Called Party Restriction: none
Time of Day Chart: 1 Forced Entry of Account Codes? n
Priority Queuing? n Direct Agent Calling? y
Restriction Override: none Facility Access Trunk Test? n
Restricted Call List? n Can Change Coverage? n

Access to MCT? y Fully Restricted Service? n
Group II Category For MFC: 7 Hear VDN of Origin Annc.? y
Send ANI for MFE? n Add/Remove Agent Skills? n
MF ANI Prefix: Automatic Charge Display? n
Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? y
Can Be Picked Up By Directed Call Pickup? y
Can Use Directed Call Pickup? y
Group Controlled Restriction: inactive

 

[Ariadne]

The PBX doesn't accept the , and I changed the COR to accept Direct Agent calls and it still disconnects. If I set it to just dial the *87, I hear a turkey tone which leads me to believe that there is something in my config that isn't working right... I also thought that maybe it didn't like dialing the * so I changed the dial plan analysis and told the PBX that 87 (minus the *) was a FAC, and then within the FAC page, I changed the service observing code to be 87. It still didn't work.

Me confused....

 

[bkht]

try to make it manually working by enabling the cor for both service observer to Y & service observred to Y & assign the same to your station & test.

After completing the test assign the same cor to VDN & after that it should work.

 

[Ariadne]

It was a COR problem! DOOH! I was trying to use a COR that was the same COR I was trying to observe and that was denied. Thanks so much for your help bkht.