Service Observe: Denial Event 1680

[dudecrush]

I've got a Defninty G3R, and I'm getting denial event 1680 when trying to service observe a test phone. It has the exact same setup as another agent who can be service observed just fine. The COR's are correct.

When I did my denial event research, it indicated that another person might be observing the phone. I did a busyout and a release, but I'm still having the same problem.

Has anyone else run across this issue? It's really stumping me.

 

[Stinney]

As you said, according to Avaya, error is "observee is already being observed" or "is an observer"

Check to make sure the COR of the station you are trying to observe is not also set to be an observer. I know you said the CORs are correct, but doesn't hurt to verify.

Do a status of the station before calling it, see if there is a port listed under the Connected Ports field before you make the call.

- Stinney

Quoting only proves you know how to cut and paste.

 

[Ronster]

Do you use call recording on this phone?
Some call recording systems use a virtual extension to service observe and record the call.

_______________________________________________________________
A cucumber should be well sliced, and dressed with pepper and vinegar, and then thrown out, as good for nothing. SAMUEL JOHNSON (1709-1784)

 

[dudecrush]

Ronster / Stinney - strange that you mention call recording and connected ports....

Call recording is the very reason behind the question. I've been having problems getting this station to record properly. It records the audio, but cannot associate an agent name with the extension - making it difficult to search for the call once completed.

On a tech support call with the software company, I was told the software is hading out a security violation: "Failed to start CT Monitor" - essentially meaning that it can't monitor the call. It would appear that somewhere in the software, this extension is being monitored separately from what appears in the software.

When I ran a test call and did a stat station, I see 2 connected ports: one for the recording trunk, and the other for a digital line.

I think this is my smoking gun....

 

[Stinney]

If the recording system is using service observe to record the extension then you are not going to be able to also service observe.

You can't have multiple service observances until you upgrade to at least CM3 or higher.

- Stinney

Quoting only proves you know how to cut and paste.

 

[dudecrush]

Stinney -

Yup - looks like their own software may be attempting to record the same station twice, generating the error in their logs. Talk about FUBAR.

I've kicked this back to the software company. Hopefully, they'll have an answer...

 

[Stinney]

By any chance are you using Witness with redundant CSCM servers? We are and the way things were set up, you can only enter the station to be recorded in 1 of the 2 CSCM servers. If you enter it into both, then both recorders try to attach to the call.

- Stinney

Quoting only proves you know how to cut and paste.

 

[dudecrush]

Stinney -

Nope. We are using CallCopy.

 

[bashli61]

im getting denial event 1676 can anyone help the service observe is not working for a few extensions?