Deactivating Service Observe; Assisting An Agent On An Observed Call; Sla Mon - Avaya J169 Manual

Advanced features

Deactivating Service Observe

About this task
You can deactivate the Service Observe feature by using any one of the items in the procedure.
Before you begin
Ensure that the Service Observe feature is active.
Procedure
To deactivate Service Observe, perform one of the following:
• While on the Call Observation line, press the EndCall softkey.
• Answer an incoming call.
• Select an idle Call Appearance line.
• Change to an on-hold call.
• Go on-hook.
• Log out.

Assisting an agent on an observed call

About this task
You can assist an agent whose call you are observing by choosing Talk mode. If you choose Talk,
you can talk to the caller and the agent.
Before you begin
Ensure that your administrator configures the Talk feature and you are already observing a call.
Procedure
While on the Call Observation line, press the Talk softkey to talk to your agent and the caller.
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SLA Mon

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SLA Mon technology is a patented Avaya technology embedded in Avaya products to facilitate
advanced diagnostics. The phones supports Avaya Diagnostic Server with SLA Mon
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SLA Mon server controls the SLA Mon
as:
• Endpoint diagnostics
- To remotely control IP phones to assist end users with IP phone configuration and
troubleshooting.
February 2021
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agents to execute advanced diagnostic functions, such
Using Avaya J169 and J179 SIP IP Phones in Avaya Aura
Comments on this document? infodev@avaya.com
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agent.
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