Service observe issue

[donbott]

I have a remote site where a manager is trying to service observe an escalation queue. She dials the SO FAC and the VDN, will hear the messages and hold music while the call is in queue, when the call connects she hears a ring then goes back to the queue instead of staying with the first call. All three phones are on the same switch, I can set up a IP phone on it and monitor, I don't hear the music or messages but when the call connects I hear the conversation. Manager and I were set with same COR/COS. Is her problem related to the can't conference when service observe thing?

Thanks

DonBott

 

[AvayaTier3]

Hardware platform? Definity / CM software version?
current service pack or update?

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[donbott]

It's a G3V13 CM3

DonBott

 

[4merAvaya]

Does she have permissions in her COR to observe the Agent's COR?

Kevin