service observe remotely

[Dirk2000]

I have programmed a 'route-to' command in a vector to a feature code for service observe works when I call the VDN internally but not when I call the VDN externally.. the COR allows service observing so I'm stuck on this one and the have given access for the CORS to be observed but when I make calls to the VDN externally they drop through to the attendant??

 

[defman]

Dirk,
For accessing this Service Observing feature from an outside line what you can do is open the remote access with proper Barrier code and Auth code and give the rights only to do the service observing feature.

Regards,
Defman

 

[Dirk2000]

Thanks Defman. I would have preferred not giving remote access at all but if this is what is necessary.

 

[Larry960]

Hi All
I Ran into the same issue
First step of vector must be at least 3 seconds of music
this allows answer supervisor to control the call
and you can enter a vdn number at that point

Larry

 

[FoneFun]

I would not open remote access, nor is it required for remote service observing.

In your route to command, you need to put in the FAC for service observing and the vdn you want to SO.

So make a VDN for this service observing feature ie: 5987
Lets say your FAC for Service Observe is *87.

The vector should read:

1. wait-time 2 secs hearing silence (old school habit)
2. collect 4 digits after announcement 3001
3. goto step 10 if digits = 1234
4. goto step 11 if digits = 5678
5. goto step 12 if digits = 1122
6. disconnect after announcement none
7.
8.
9.
10. route to number *874100 with cov n if unconditional
11. route to number *874101 with cov n if unconditional
12. route to number *874102 with cov n if unconditional

4100,4101,4102 are the vdns you want to be able to monitor
1234 is the passcode to monitor 4100
3001 is an announcement saying "please enter your passcode"

If you want to make this even more secure, don't use a DID for the dialin number. Make it an internal VDN, create a voicemail with the same ext and dial it through audix.

If the SO is always from one or several fixed locations (ie your supervisor home, customer office, managers cell) you can do security by validating the ANI (caller ID) and VRTs.

 

[avayaman]

I have a fairly lengthy replay to thiss issue in a previous post at thread690-624192

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html