Service Observe - Stations/Groups 1

[skim6225]

Hi all - I need to allow a couple CC mgr to be able to use SO to listen in on calls for training. Is there a clear and simple doc on the required programming needed of the set and of the group? We have 2 managers wanting access to listen in on roughly 20 agents. To date I have cor 3 setup to allow SO and all exts assigned cor 3.

 

[Sean655]

Not sure if there's a doc (possibly/probably) but you set up a feature access code for service observe listen only or listen/talk and the manager dials the code plus the extension to observe. They can also service observe a VDN. Nothing special needed on the telephone but you can program a button to dial the feature code. I would put the managers in their own COR and not allow them to be observed.

 

[skim6225]

Sounds simple enough. Thx.

 

[joe2938]

I believe the manager cor needs to be able to observe and the employee needs a cor that says he can be observed, so yes this is very much needed on the phones.