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ACD contact center features
Remote observing is initiated through Remote Access or Call Vectoring.
With Remote Access, an observer accesses a communication server via a trunk group
dedicated to Remote Access or via a DID to the Remote Access extension. Remote
observing works with all types of DID trunks, including ISDN-PRI and tie trunks, and
DCS over analog, T1, or PRI.
With Call Vectoring, an observer accesses a communication server by dialing a VDN
extension or a central office (CO) trunk that has a VDN extension as its incoming
destination. Using route-to commands, you can design a Service Observing vector to
allow a VDN call to directly access a specific extension to be observed or a Service
Observing dial tone. At the dial tone, observers can enter any extension that they are
authorized to observe. The following is a simple example of a Service Observing vector.
1.wait-time 0 seconds hearing ringing
2.collect 5 digits announcement 2300
("please dial your 5- digit security code")
3.goto step 5 if digits = 12345
4.disconnect after announcement 2000
5.collect 1 digits announcement 2310
("enter 1 to observe sales, 2 to observe billing")
6.route-to number 113001 with cov n if digit = 1
(11=listen-only observe, 3001="Sales" VDN)
7.route-to number 113002 with cov n if digit = 2
(11=listen-only observe, 3002="Billing" VDN)
8.goto step 5 if unconditionally
You can combine Call Prompting and Call Vectoring to provide security and to limit
observation.
Service Observing indicators
The following table shows general Service Observing indicators that observers receive.
General indications to observer
Condition
Not active
Denied activation
Activated
Observing (listen only)
Observing (listen/talk)
In wait state
Denied observing
226 Communication Manager Guide to ACD Call Centers
Button lamp
Dark
Broken flutter
Steady/Winking
Steady
Winking
Flash
Flash (wait state)
Tone
None
Intercept/busy/reorder
Confirmation tone followed by silence or
connection to call.
Hear call
Hear/talk on call
None
Silence/ineligible tone followed by silence
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