Service Observe

[Stinney]

We have agents working from home using VPN and 4621SW phones.

These agents are having call quality issues.

We can hear these issues in Witness. Because of this the statement is being made that sense it's being recorded by Witness (which is set to use service observance) the call issues are happening on the switch side, since Witness isn't capturing the recoding at the physical endpoint of the call.

This sounds resonable, but I was looking for input from others that might have better information on where the SO actually takes place.

Thanks.

- Stinney

Quoting only proves you know how to cut and paste.

 

[antech]

u can configure single step conferencing instead of service observe.But iam facing one issue in single step conferencing that whenever make record the phone display of the phone showing conferencing...customer doesnt want that.Can u say any special feature need to enable in service observ recording?


Avaya Special Application enabled:

(SA7900) - Service Observe Physical Set? Y (Must be purchased and enabled)

Is that correct? i got from some other forum ...could you please say on ur system this feature have enabled to do the service observ call recording?

 

[Stinney]

That speacial app. is not active on our system.

- Stinney

Quoting only proves you know how to cut and paste.

 

[Definity]

SO would capture the voice at the switch end. depending on the interface for Witness (VOIP vs TDM) the calls are getting recorded as the actual experience of the switch. Hence in other terms, your trunks are connected to the location where witness is connected & the experience of the user is captured in Witness. If there are issues reported in Agent side audio (both transmit & receive) it indicates issues from agent side to customer & if customer side issues are reported there may be issues in trunks to location.
Suggest you listen to the recordings & suggest.

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