Serv-Observ agents remotely

[Kregar1]

Have Definity V12 Comm Manger 2.0 - Is there a way to Service Observe call center agents remotely? Maybe set up a DID with FAC?

Thanks in advance on this..

 

[phoneguy55]

Sure. Make a VDN a DID. Then a vector which routes to the FAC. Might want to put a password step in there as well. Search for remote sevice observe.

 

[Ronster]

Something like this:

01 wait-time    2   secs hearing ringback
02 collect      4    digits after announcement 10101    for none
03 goto step    5             if digits           in     table 1
04 disconnect   after announcement 10102
05 route-to     number *77              with cov n if unconditionally
06 stop

If you only want them to Observe VDN 1234 you can change step 05 to:
05 route-to number *771234 with cov n if

Ronster
"I always arrive late at the office, but I make up for it by leaving early."

 

[avayastrongman79]

I believe you can also use remote-access for remote service observing. Do ch remote-access, and make sure it is DID and that your COR allows for service observing.

They would then dial the DID number to remote-access, enter barrier code, get tone, and then serv-obsv FAC, followed by xxxx for extension.