Service Observing - Avaya Communication Manager Administrator's Manual

Feature Reference

Service observing

•
The X-Station Mobility feature will work for incoming or outgoing calls routed using
SBS.
•
Leave Word Calling (LWC) for Unanswered External Calls with Automatic Number
Identification (ANI) is supported with the information in the SBS signaling call being
stored for the called party.
•
ISDN Feature Plus calls are supported, as the SBS bearer call, with the SBS signaling call
information used for endpoint displays.
•
ISDN Calling Party Number Presentation options are supported by SBS in the SBS
signaling call.
•
QSIG/DCS Partial Reroute will work per current operation, with the SBS signaling call as
the QSIG part of the call.
•
DS1 With Echo Cancellation is supported for the SBS bearer call.
Related topics
See the descriptions of SBS-related fields on Communication Manager screens such as
page 1256 and
Service observing
Designated users, normally supervisors, can listen to other users' calls. This capability is often used to
train agents and monitor service quality in call centers and other environments where employees serve
customers over the phone. On Communication Manager, this is called "service observing" and the user
observing calls is the "observer."
This section describes service observing in environments without ACD or call vectoring. See Avaya
Communication Manager Contact Center Guide to ACD Contact Centers to use service observing in
those environments.
Brief description
Observers can monitor calls to any of the following:
•
an extension
•
a VDN (on systems with call vectoring)
•
a logical agent ID (on systems with Expert Agent Selection)
Note that service observing allows you to observe calls to one particular extension, not all calls to all
extensions at a terminal.
1668
Signaling Group on page 1140.
Administrator's Guide for Avaya Communication Manager
Trunk Group on
November 2003