Service Observe Remotely?? 4

[pbxman]

Hello all.

I have a problem I can't quite figure out. On a Lucent G3si, is it possible to service observe remotely? We have a quality assurance auditor that had a bad accident, and basically needs to work from home now - but he needs to be able to listen to our call center's calls live. As usual - neither party is to be aware that the auditor is actually on the line. As an added bonus - it might be beneficial to have whisper capabilities from the calling phone. It's also a "must" that the phone used by our auditor be a standard phone - not a digital set.

How can this be setup (if at all?) Im stumped.
Thanks for any help you can provide. pbxman
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[BIS]

pbxman,
what's the COS ? Make sure you have console permissions=n - just a thought....
or have you solved it in the mean time? Another simple thought: in the column 'used calls', have these been used up?

 

[pbxman]

I checked the COS (it's set to 1), and it was set console permissions = y

I changed it to "n", but it still doesn't work. I tried COS 0 thru 9, and still no luck.

The no of calls is set to 50, and after resetting it a million times to a different barrier code - it says 0 have been used. The first time when it worked, it said 1 call had been used, then it never worked again.

Im absolutely stumped. The remote-access screen is pretty self-explanatory, and i've administered a lot more complex tasks in this switch then this - but the problem still stays. pbxman
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[BIS]

Hmm - got me cornered as well....
Maybe as a last resort a quick reboot?

 

[pbxman]

Ok - I think im getting warm here..

I was wondering what else (if anything) would prevent me from using a barrier code after so many failed attempts. I went into "ch sys sec", and saw that the remote access threshhold for a security violation was set to 3. Okay - i have it disabled now - but not before. So maybe i disabled it accidentally after i set it up the very first time, and purposely entered incorrect information to test and make sure access was denied after failed logins.

So - I changed that threshold number to 30, and tried again, but it still doesnt work! It's gotta be some system security setting buried somewhere. I wish I had paid more attention to the remote access features, but as i said before - this is my first time dealing with it, and the problems associated with it. (heckuva time to learn..under pressure!)

Anyway - I dont have "reset system" permissions (im a super-user..boss wont pay for craft level permissions), so the only way i can reset the switch is to unplug the durn thing..and cant do that either because it would kill our call center.

Anything else you guys can think of as far as system security that might be locking me out? pbxman
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[BHodgins]

We found an easier way to do this entirely without the use of barrier codes.

Create a VDN inside your DID range. Point it to a vector that contains:

1 wait 0 seconds hearing silence
2 collect 4 digits after announcement 2111
3 goto step 5 if digits <> 7203
4 route-to number *70 with cov n if unconditionally
5 busy

In step 2, announcement 2111 says &quot;Please enter your security code.&quot;

In step 3, you put in the four-digit security code you want to use to allow service-observe.

In step 4, you put in the feature-access code for service observe.

Works perfectly for me. Anyone see any issues with this approach?

 

[ScoTTeL]

One thought! You didn't accidently enable auth codes, did you? You do have to assign the did within your dialplan, but not one being used by a station. Barrier codes can be anything. I think you have to program a phantom station for the DID and give it service observe permission and make sure COR is high enough. Good Luck!

 

[pbxman]

Wow! Bhodgins...that's my kinda remote access!

Forget the barrier-codes..I like using vectoring much better because i can control more time-of-day security and other features. I called avaya, and they couldn't figure out my problem either - but said they would fix it for a fee. They told me the same thing - check your system security. Well - i did, and cant find anything.

Im happy as can be with that vectoring/vdn way to do it..very stealth.

Awesome job everyone - thanks for all the help! Cheers

pbxman
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