Service Observing???? WHAT? 1

[Jd925]

Hi, Could someone please explain what "service observing is. I cant find anything on thi feature in any of my books THANKS AGAIN

Jake

 

[tdaugirdas]

Get the feature reference manual for your system from the avaya website - and look it up. Basically service observing is for a calling group "supervisor" to listen-in on how her group members (customer service reps, sales reps, etc. are treating (talking to)customers. The supervisor can listen in on the conversation for supervisory purposes.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Jd925]

I actualy have the system feature ref book aparenlty its not in the copy I have ....

thanks

 

[tdaugirdas]

This brief overview is from the Legend Release 7.0 Reference Manual. I do not believe it was available in earlier releases

Service Observing:
Service Observing allows one extension to listen in on (observe) a call at another extension. A typical application of this feature is that of a Customer Service
supervisor observing how a Customer Service representative handles calls.
The Service Observing group can listen to anywhere from one extension to all extensions in the system, including other Service Observers. Up to 16 Service Observing groups can be programmed. The Service Observer and the observed
extension must be on the same system.
The observer activates Service Observing either by pressing a Service Observing button and then dialing an extension number, or by pressing a DSS or Auto Intercom button. The Service Observer must use an MLX telephone to observe an extension; the telephone at the observed extension can be of any type.
A warning tone that alerts the observer, the observed extension, and the caller that Service Observing is occurring can be set to on or off through System Programming. The factory setting is on.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Jd925]

Thanks-- I have the older books so I will have to order the new one instead of printing it out...

I appreciate it

Jake

 

[merlinman]

6.1 and later had it.

 

[Jd925]

Unfortunately for me, my manuals are from a 2.0 system. I got the processor of Ebay so no manuals were included.

Thanks Guys!

 

[merlinman]

They are easily available from Avaya's web site.

 

[tdaugirdas]

Jake:
If your processor software is really old - you will not be able to use this feature anyway - unless you upgrade the software to at least R6.1

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

You can determine the SYSTEM AND VERSION by going to any display phone and -

(1) Press INTERCOM

(2) Press SPEAKER

(3) Dial *05 - (STAR ZERO FIVE)

- AND - the SYSTEM & Version will be shown in the DISPLAY

I recommend nothing less than LEGEND R7.0

 

[Jd925]

Sorry I meant to say I got the new V7 pcr on Ebay i have the old manuals from R2 my orig prc sorry about that.