Avaya Communication Manager Contact Center Manual page 228

ACD contact center features
Feedback to observer when activation allowed — at time of activation
Condition
Active-eligible call
No active call
Call ineligible
Call has "No Observe"
COR
VDN call already being
observed
Feedback to observer when activation allowed — after observe activated
Condition
No active/eligible Call
Call in 6-party conference
Call already being observed
Call is being busy-verified
Call has Data Privacy active
Call has Data Restriction
Call has Exclusion Active
Active-eligible call (in listen-only mode)
Active-eligible call (in listen/talk mode)
Press button while observing in listen-only
mode
Observer presses Release
Call has "No Observe" COR
VDN call already being observed
No active eligible call
Eligible VDN call
Eligible VDN call (in vector processing)
Eligible VDN call (out of vector processing
in listen-only)
228 Communication Manager Guide to ACD Call Centers
State Lamp
observing steady/
winking
wait state flash
wait state flash
wait state flash
wait state flash
State
wait state
wait state
wait state
wait state
wait state
wait state
wait state
SO listen
SO listen/talk
SO listen/talk
not observing
wait state
wait state
wait state
observing
SO listen
SO listen
Tone
confirmation tone followed by
connection to call
confirmation tone followed by silence
confirmation tone followed by silence
confirmation tone followed by silence
silence
Lamp
flash
flash
flash
flash
flash
flash
flash
steady
winking
winking
dark
flash
flash
flash
steady/ winking
steady
steady
Tone
silence
silence
silence
silence
silence
silence
silence
hear call
hear/talk on call
hear/talk on call
none
silence
silence
silence
hear call
hear call
hear call