Nortel Call Recording Card User Manual page 50

Engineering Guidelines
Due to switch software limitations, it is not possible to perform a double-
observe. This means you cannot perform an observation on a call already
being observed by another observer. However, it is possible for the observer
to conference a call, once an observation is in progress, thus allowing
multiple remote observers of one call.
Due to switch software limitations, it is not possible to observe on IVR ACD
queues. However, agents are not typically logged on IVR ACD queues, so
this should not be a limitation.
50
Standard 1.0
Nortel Call Recording Card