Phone Displays; Warning And Conference Tones - Avaya Communication Manager Administrator's Manual

Feature Reference
Service observing
Restrictions
Two observers can't monitor the same extension or the same call simultaneously. If user A is observing
an extension and user B tries to observe it, B gets a busy signal. If 2 extensions are being observed
independently and one calls the other, only the observer of the calling extension observes the call. The
observer of the called extension goes into wait state until the call is over.

Phone displays

A local observer's phone display shows exactly what is displayed on the observed phone's display,
followed by the letters "so".
Trunk calls
If a user makes a trunk-call, observation starts after the user finishes dialing. On central office (CO)
trunks, dialing is considered complete when answer supervision is returned or when answer supervision
timeout occurs.
Service observing cannot be activated over trunks without disconnect supervision. Any attempt is denied.

Warning and conference tones

If you administer a tone to notify the parties on a call when they are being observed, you can choose
between a warning tone and conference tone. If you select warning tone, a unique 2-second, 440-Hz
warning tone plays before an observer connects to the call. While the call is observed, a shorter version of
this tone repeats every 12 seconds. If you select conference tone, all parties will hear conference tone
before an observer connects to the call. However, unlike warning tone the conference tone is not repeated.
Interactions
•
Attendants
An attendant can be observed but cannot be an observer.
•
Bridged Appearances
You can only observe calls on primary extensions, not on bridged appearances. For example, let's
say you're observing extension 3082 and this phone also has a bridged appearance for extension
3282. You can't observe calls to 3282.
•
Busy-Verification
You can't observe an extension that's being busy-verified. You can't busy-verify an extension
that's being observed.
•
Call Coverage/Call Pickup
An observer cannot observe a call answered by a covering agent or a member of a pickup group
unless the called agent bridges onto the call.
•
Call Park
An observer cannot park the call they are observing.
•
Call Waiting
Incoming calls cannot wait on a single-line phone that is being observed.
1670 Administrator's Guide for Avaya Communication Manager
November 2003