Activating Service Observe - Avaya J169 Manual

The Service Observe feature has the following modes:
• Basic: You can activate the feature in Listen-only mode. You can switch from Listen-Only
mode to Talk mode if your administrator configures it.
• No-Talk: You can activate the feature in Listen-only mode and cannot switch to Talk mode.
• Next Call: You can activate the feature in Listen-only mode for the next call. You can switch
from Listen-Only mode to Talk mode if your administrator configures it.
• By-Location: You can activate the feature in Listen-only mode for a Vector Directory Number
(VDN). You must provide a VDN and a location ID. You can observe the call only when the
agent at the required location connects to a call. You can switch from Listen-only mode to
Talk mode if your administrator configures it.
Depending on your requirement you can use the following options:
• Listen-only: In the Listen-only mode, you can silently monitor the call.
• Talk: In the Talk mode, you can talk to the agent and the caller.
Use the Computer Telephony Integration (CTI) client to remotely activate or deactivate the Service
Observe feature. For information on using the CTI client, see Avaya Aura
Services documentation.

Activating Service Observe

About this task
You can activate the Service Observe feature to observe a call to an IP Phone, agent, or a Vector
Directory Number (VDN). The phone displays the observing modes depending on the
configuration made by your administrator.
Procedure
1. Press Main menu, and scroll to Features.
2. Press Select.
3. Scroll down to Service Observe.
4. Press Select.
5. Select one the following options:
• Basic
• No-Talk
• Next Call
• By-Location
6. Enter the extension of the phone or agent or the VDN that you want to observe and press
Enter.
February 2021 Using Avaya J169 and J179 SIP IP Phones in Avaya Aura
Comments on this document? infodev@avaya.com
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