service observer question

[Telecomboy]

I have a client that uses service observing. Everything works fine except that (1) extension (x7000) cannot be observed even though it is a member of two groups. The Observers for those two groups can observe every other extension but 7000. I tried deleting and recreating the extension under members and it still doesn't work. I printed the extension and nothing jumps out as being restricted from being observed. I even put a privacy button on and made sure it was off in case privacy was the issue. Any thoughts as to why an extension in a group cannot be observed? Pulling my hair out!

 

[merlinman]

I suggest that you Post what you Printed and let many other eyes have a look.

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com

 

[cvrbob]

since you said the sta is 7000, you must at one time did a renumber of of out pool , there may be a conflict, renumber 7000 to something else to see if it then can be observed

 

[Telecomboy]

I have deleted and recreated the extension in the group. I don't think this is a renumber issue. Below is the print of the extension, it is x7028.


Extn SS/PP Type
7028 7/ 3 4412D+

CTI Link : No Alarms: ACTIVE
Pool Access :
Page Group :
Primary Coverage :
Secondary Coverage :
Coverage Group : 30
Group Coverers : 770
NS Groups :
Group Calling Member:
Pickup Groups :
Allowed Lists :
Disallowed Lists : 0
Restrictions : UNRESTRICTED
ESS Sup. Status : NOT ACTIVE
ESS Restrictions : ESS-0 - NO RESTRICTION
Auto Callback : OFF
Call Waiting : OFF
Abbreviated Ring : ON
Line Preference : ON
Shared SA Ring : ON
Receive Voice Calls : ON
Coverage Inside : ON
Forwarding to :
Delay Forwarding : 0
ARS Restriction : 3
Forced Account Code : No
Microphone Disable : No
Rotary Enable : No
Remote Forward Allow: Yes
Trunk Transfer Allow: No
NS Exclusion : No
Voice Announce Pair : No
Voice/Data Pair : No
BIS/HFAI : No
Language : English
Authorization Code :
2B Data Port : No
Primary Ring Delay : 2
Secondary Ring Delay: 2
Group Cover Delay : 5
HotLine Extension : No
Networking and ISDN Display Preference: NUMBER
Service Observer: 8
Service Observing Group: 2 5
EXTENSION INFORMATION


Extn SS/PP Type
7028 7/ 3 4412D+

Button 34 *21 Blank Status None
Button 33 *21 Blank Status None
Button 32 *21 Blank Status None
Button 31 *21 Blank Status None
Button 30 *21 Blank Status None
Button 29 *21 Blank Status None
Button 28 *21 Blank Status None
Button 27 *21 Blank Status None
Button 26 *21 Blank Status None
Button 25 *22 Group Call 770 Status None
Button 24 *21 Blank Status None
Button 23 *47 Do Not Disturb Status Off
Button 22 *21 Blank Status None
Button 21 *21 Blank Status None
Button 20 *21 Blank Status None
Button 19 *21 Blank Status None
Button 18 *21 Blank Status None
Button 17 *31 Privacy Status Off
Button 16 *59 Service Observing: Status Off
Button 15 *56 Direct VoiceMail Status Off
Button 14 *778 Inspect Status None
Button 13 *9 Pickup General Status None
Button 12 *21 Blank Status None
Button 11 *779 HFAI Status None
Button 10 *33 Forward Status Off
Button 9 *21 Blank Status None
Button 8 *782 Headset Status Status Off
Button 7 *781 Headset Hang Up Status None
Button 6 *780 Headset Auto Ans Status Off
Button 5 *21 Blank Status None
Button 4 *21 Blank Status None
Button 3 *18 SysAcc-OO Ring Status None
Shared System Access:

Button 2 *16 SysAcc Voice -I Status None
Shared System Access:

Button 1 *16 SysAcc Ring -I Status None
Shared System Access:

And below is the print from the supervisor groups. x7042 (group 2) and x7044 (group 5) need to be able to hear x7028 (which is in both groups). My initial thought was maybe because x7028 is also a supervisor of his own group that you can be both a supervisor and a member of another group, but x7044 can listen in on x7042 so that blows that theory. Any thoughts are appreciated. Thanks.

Group # : 1
Service Observer:
Give Warning Tone: No

Members: 7000 7075 5507 7215 7008 7109 6123 7118 7005
7042 4321 7069 7039 4569 7029 7233 7217 7034
7123 7203 7036 6135 7120 7110 6105 7148 6100
7235 7151 7351 6102 7190 7050 7055 7532 6104
7147 7074 6106 7093 7076 7080 7015 6111 7061
7033 7020 7585 7562 7256 7143 6130 6132 7149
6129 7024 7122 7013 7153 6113 7022 7230 7144
6137 6128 7090 3000 7079 7541 6127 7006 7018
7202 7191 7129 7173 5002 7081 7044 7014 7263
7004 7057 7046 7096 7089 7026 7068 7133 7266
7066 7262 7289 7063 7277 7035 7141 6144 7071
7278 5014 7214 7145

Group # : 2
Service Observer: 7042
Give Warning Tone: No

Members: 7000 7075 5507 7197 7215 7196 7008 7109 6123
7065 7005 4321 7069 7039 7077 4569 7029 7233
7217 7034 7123 7036 6135 7120 7110 6105 7148
6100 7235 7151 6102 7190 7050 7055 7532 6104
7147 7074 6106 7093 7076 7080 7015 7028 7061
7033 7020 6134 7585 7025 7143 6132 7149 7024
7122 7013 7153 6113 7022 7198 7230 7144 6137
6128 7090 3000 7079 7541 6127 7006 7018 7202
7191 7129 7173 5002 7081 7014 7636 7099 7263
7140 7057 7046 7096 7089 7026 7068 7133 7266
7066 7262 7289 7063 7035 7141 5005 6144 7071
7007 7278 5014 5515 7214 7145

Group # : 3
Service Observer: 7063
Give Warning Tone: No

Members: 7414 7127 7005 4321 7039 5017 4569 7233 7217
7123 7203 7036 6135 7120 7110 6105 7148 6100
7235 7151 6102 7190 7050 7055 7532 6104 7147
6106 7093 7033 7142 6134 7010 7585 7562 7256
6132 7149 6129 7153 6113 7022 7230 7144 6137
6139 6128 7090 3000 7079 7541 7006 7018 7202
7129 7173 7014 7636 7140 7046 7089 7026 7068
7133 7259 7289 7214 7145 7293 7157 7295 7632

Group # : 4
Service Observer: 7145
Give Warning Tone: No

Members: 7414 7215 7127 7005 4321 7069 7039 5017 7233
7217 7123 7203 7036 6135 7120 7110 6105 7148
6100 7235 7151 6102 7190 7050 7055 7532 6104
7147 6106 7093 7033 7142 6134 7010 7585 7562
7256 6132 7149 6129 7153 6113 7022 7230 7144
6137 6139 6128 7090 3000 7079 7541 7018 7202
7129 7173 7014 7636 7140 7046 7089 7026 7068
7133 7259 7289 7214 7293 7157 7295 7632

Group # : 5
Service Observer: 7044
Give Warning Tone: No

Members: 7075 7414 7215 7052 7127 7005 7042 7069 7039
7077 5017 4569 7029 7233 7217 7034 7123 7203
7036 6135 7120 7110 6105 7148 6100 7235 7151
6102 7050 7055 7532 6104 7147 7074 6106 7093
7015 7028 7061 7033 7142 7020 6134 7010 7562
7256 6132 7149 6129 7122 7013 7153 6113 7022
7230 7144 6137 6139 6128 7090 3000 7079 6127
7018 7234 7202 7191 7129 7173 7081 7014 7636
7140 7057 7046 7089 7026 7068 7133 7066 7259
7289 7063 7007 7214 7145 7292 7293 7157 7295
7632

Group # : 6
Service Observer:
Give Warning Tone: No

Members: 7233 7123 7036 6135 7110 6105 7148 6100 7235
7151 6102 7190 7055 7532 6104 7147 7093 7061
7033 6134 7024 7153 6113 7022 7230 7144 6137
6139 6128 7090 3000 7079 7541 6127 7006 7018
7234 7202 7191 7129 7173 5022 7295

Group # : 7
Service Observer:
Give Warning Tone: No

Members: 7414 7127 4321 5017 7233 7217 7123 7203 7036
6135 7120 7110 6105 7148 6100 7235 7151 6102
7190 7050 7055 7532 6104 7147 6106 7093 7033
7142 6134 7010 7585 7562 7256 6132 7149 6129
7153 6113 7022 7230 7144 6137 6139 6128 7090
3000 7079 7541 7006 7018 7202 7129 7173 7259
7289 7214 7293 7157 7295

Group # : 8
Service Observer: 7028
Give Warning Tone: No

Members: 7215 7008 7005 4321 7069 7039 7233 7217 7123
7203 7036 6135 7110 6105 7148 6100 7235 7151
6102 7190 7055 7532 6104 7147 7093 7076 7080
7562 7256 7149 7024 7153 6113 7022 7230 7144
6137 6139 6128 7090 7079 7541 6127 7006 7018
7234 7202 7191 7129 7173 7636 7140 7046 7089
7026 7068 7133 7063 7214 7145 7292 7293 7157
7295 7632

Group # : 9
Service Observer:
Give Warning Tone: No

Members: 7215 7069 5017 7123 7036 7120 6105 7148 6100
7235 7151 7190 7055 7532 6104 7147 7093 7076
7033 7142 6134 7562 7256 6129 7153 6113 7022
7230 7144 6137 6139 6128 7090 7079 7541 6127
7006 7018 7202 7191 7129 7173 7026 7214 7145
7632

Group # : 10
Service Observer:
Give Warning Tone: No

Members: 4321 7069 5017 7233 7217 7123 7203 7036 6135
7120 7110 6105 7148 6100 7235 7151 6102 7050
7055 7532 6104 7147 7093 7033 7142 6134 7562
7256 6130 6129 7153 6113 7022 7230 7144 6137
6128 7090 7079 7541 6127 7006 7018 7202 7214
7632

Group # : 11
Service Observer:
Give Warning Tone: No

Members: 4321 7233 7217 7123 7203 7036 6135 7110 6105
7148 7235 7151 6102 7190 7050 7055 7532 6104
7147 7093 7153 7230 7144 6137 6128 7090 3000
7079 7541 6127 7006 7018 7202 7191 5954 7292
7293 7157 7295 7632

Group # : 12
Service Observer:
Give Warning Tone: No

Members: 7005 7039 7149 7541 7089 7026 7068 7133

Group # : 13
Service Observer:
Give Warning Tone: No

Members: 4321 7069 7123 7036 6105 7235 7190 7050 7055
7532 6104 7080 7010 7562 7006 7035 7214

Group # : 14
Service Observer:
Give Warning Tone: No

Members: 7005 7069 7039 7123 6105 7235 7151 7190 7050
7532 6104 7562 7149 7014 7636 7140 7089 7026
7068 7133 7214

Group # : 15
Service Observer:
Give Warning Tone: No

Members: 7008 7124 4569 7123 7036 7120 6105 7235 7151
7190 7050 7532 6104 7147 7033 7142 6134 7010
7562 7256 7144 6128 7090 6127 7018 7632

Group # : 16
Service Observer:
Give Warning Tone: No

Members: 7006

 

[cvrbob]

when the sta is trying to observe & fails do you hear an reorder tone or a busy signal ?

 

[Telecomboy]

Busy signal

 

[cvrbob]

busy signal usually means it is already being observed

 

[cvrbob]

a observer can activate service observing for an ext that is not active on a call, as soon as a call is answered at that ext ser osb telephone it turns speaker & mute on ,could this be happening

 

[merlinman]

The book, as CVRBOB said states:

"A Service Observer cannot observe another Service Observer who is already observing an extension."

It seems this system is so full of Service Observers that this may be happening.

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com

 

[Telecomboy]

I know it looks like that from the print, but really only group 2, 5, and 8 are being used. I have told them we should delete all groups and start from scratch, but they for some reason don't want to do that. Anyway, x7028 is the one that can't be observed. It is only a member of group 2 and group 5. I know that x7028 is not being observed currently, unless somehow an unused extension that was once a observer is stuck observing that extension. The company downsized so it has many extensions that are no longer plugged in. I do know x7028 was a member of group 1 so maybe before they deleted that supervisor it somehow was caught observing x7028?

I'm thinking the best course of action is to delete all groups and then recreate them.

 

[merlinman]

That is most likely the case. A ghost from Configs Past......

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com

 

[cvrbob]

if you know who was the ser osb for group 1 , look at the button programing for that station, see if ser obs is on & pointing to 7028, which would turn on when 7028 answered any call