Service Observing

[hayw00d]

Hello everyone,

I want to implement service observing, but want to restrict supervisors from listening in on non-ACD calls. Is it possible to set up service observing to monitor a hunt group extension instead?

Thanks in advance for any help!

Best regards,
Jason

 

[SF0751]

Here's what we do: the COR of the station does not allow calls to be service-observed, however, the COR of the agent does allow calls to be service-observed. We do our service-observing on the Agent login ID - not on the station extension. This helps to ensure that only work-related calls are SO'd.

Susan
[sub]Why do strong arms fatigue themselves with frivolous dumbbells? To dig a vineyard is worthier exercise for men.[/sub]
[sup]Marcus Valerius Martialis[/sup]
Semper ubi sububi in caput tuum.

 

[Phoneman2]

You can limit SO to just the COR of the ACD agent login. look on page 3 or so it show all the COR followed by Y. If you make it a N then that COR can not be SO.

Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[hayw00d]

Thanks everyone so far. Since our agent logins are also the same as the station extension, am I in a rut? On that note, where do you go to change the COR for the agent login?

 

[SF0751]

Maybe I'm missing something, but I'm pretty sure that you cannot have the same number assigned as two different objects - station and agent. You can, however, assign a DID number as an agent ID.....

If you issue the command "LIST AGENT" in ASA, you will see both the agent ID and (if they are logged in) the extension that the agent ID is in use at.


To change the COR for the agent ID, issue the command CHANGE AGENT. The COR is the fourth item down on the left-hand side.

Susan
[sub]Why do strong arms fatigue themselves with frivolous dumbbells? To dig a vineyard is worthier exercise for men.[/sub]
[sup]Marcus Valerius Martialis[/sup]
Semper ubi sububi in caput tuum.

 

[marcell55]

haywOOd probably has a Deluxe call center. With Deluxe, there are no real agent login ids. Therefore, you probably won't be able to restrict them from Service Observing Agents extension calls.

If you have a newer release of Call Center software and Service Observing (VDNs) is turned on in customer options, you could allow them to observe VDNs. On the VDN page, you would turn the field "Observe on Agent Answer" to yes. (This allows the supervisor to observe the call as it flows through the menus and continue to monitor even after the agent answers.) You would then make sure that the VDN cor is set to be observed.

 

[Phoneman2]

OR
He could put each call group in its own cor.


Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[SF0751]

marcell55 - Thanks for the information; I didn't even know that there were "Deluxe" call centers. I guess we must be just an "average" call center.



Susan
[sub]Why do strong arms fatigue themselves with frivolous dumbbells? To dig a vineyard is worthier exercise for men.[/sub]
[sup]Marcus Valerius Martialis[/sup]
Semper ubi sububi in caput tuum.

 

[marcell55]

Actually, the tiers are like this...

Basic (no vectoring, just hunt groups)
Deluxe (Vectoring, but no Expert agent selection)
Elite (Expert Agent Selection - EAS)
Advocate (EAS, but with more features)

You probably have an Elite, which has more features (and is more $$) than a Deluxe.

 

[SF0751]

Ahhhhh.....

NOW I understand! Thank you.

Susan
[sub]Why do strong arms fatigue themselves with frivolous dumbbells? To dig a vineyard is worthier exercise for men.[/sub]
[sup]Marcus Valerius Martialis[/sup]
Semper ubi sububi in caput tuum.

 

[tcomprojmgr]

hayw00d - you can always do a Find/Replace through the ASA (Avaya Site Administration) software to change the COR's of either Agent Login ID's or Stations to another value. This is the easiest way to do it all at one time instead of manually changing each object.

 

[AvayaHelp]

Here is what I have set up for SO.
For our needs we have a COR set to allow SO.
Then we have set up a DID to allow anyone from outside the switch to call from an external phone at anytime.
From the DID we have a Vector that goes like this;

1) wait-time 2secs hearing ringback
2) collect 6 digits after announcement XXXX
"Please enter your six digit passcode."
3) goto step 6 if digits = XXXXXX
4) goto step 11 if digits <> XXXXXX
5) wait-time 0 secs hearing silence
6) collect 1 digit after announcement XXXX
&quot;For Client 'A' press one, for Client 'B' press 2 and for
Client 'C' press 3.&quot;
7) route-to 10XXXX if digit = 1
8) route-to 10XXXX if digit = 2
9) route-to 10XXXX if digit = 3
10) goto step 6 if unconditionally
11) Disconnect after announcement XXXX
&quot;Sorry but your passcode was not accepted.&quot;
12) Stop

lines 7 - 9 are VDN numbers. We SO VDN Numbers so that we can hear the Client only and we do not care which Agent answers the call. the 10 in front of the VDN tells the switch that the VDN is in SO mode. This set up is for listen-only mode. The Supervisor cannot access this unless you give them the passcode. No personal calls can be heard as you are observing the VDn not the Agent. As VDNs can be observed, you are able to observe any VDN within the call flow including the DID. Also you do not have to COR all the Agents for SO mode, just the VDN you want to listen to.

Avaya, Octel, AUDIX, CMS and other fun stuff.

&quot;There is always a way, it may not be pretty but there is always a way.&quot;

P:-D

 

[earnshaw]

fixerofphones

you might want to change your step 5 to be a stop command.

cheers jay

 

[AvayaHelp]

earnshaw - thanks but I did try that and the process will stop after the password is entered, step 5 was added to give the system a breather sort of speak before continuing, it works perfect as is now, thanks again though.

Avaya, Octel, AUDIX, CMS and other fun stuff.

&quot;There is always a way, it may not be pretty but there is always a way.&quot;

P:-D

 

[AvayaHelp]

Sorry Jay I think I am confused, the stop was on another line and it failed the process, actually now that I look at it again, you maybe right, thanks again, pays to &quot;measure twice cut once&quot;

Avaya, Octel, AUDIX, CMS and other fun stuff.

&quot;There is always a way, it may not be pretty but there is always a way.&quot;

P:-D

 

[hayw00d]

Thank you everone for all of your help! We were actually running Call Center Deluxe, but just upgraded to Elite yesterday. Needless to say, I'll be spending the next week learning EAS.

You have all been a tremendous help. Thanks again, and happy new year.

Best regards,
Jason