Service Observe ACD calls only

[ctrost]

I am working on implementing the service observing feature, and I have run into something that I haven't been able to figure out. I have put the COR for service observing into the agent screen (NOT the extension screen) so that an agent can only be service observed when logged in as an agent-- however, the service observing still observes direct calls to the agent's extension. Is there a way to keep the service observe from working on a direct dialed call? (non-ACD)

thanks!

 

[ctrost]

...upon further inspection, it appears that the only solution is to service observe the VDN being used? but the only way that that works is on the next call to the VDN, and not a particular agent, correct?