Observing Calls - Avaya Communication Manager Administrator's Manual

Observing Calls

Use this procedure to allow designated users, normally supervisors, to listen to other users'
calls. This capability is often used to monitor service quality in call centers and other
environments where employees serve customers over the telephone. On Avaya
Communication Manager, this is called "service observing" and the user observing calls is the
"observer."
This section describes service observing in environments without Automatic Call Distribution
(ACD) or call vectoring. To use service observing in those environments, see Avaya
Communication Manager Call Center Software Automatic Call Distribution (ACD) Guide,
07-300301.
Before you start
On the System Parameter Customer-Options screen, verify that the:
Service Observing (Basic) field is y.
●
If you want to enable remote service observing by allowing remote users to dial a feature
access code, verify the:
Service Observing (Remote/By FAC) field is y.
●
If the appropriate field is not enabled, contact your Avaya representative.
Instructions
!
SECURITY ALERT:
Listening to someone else's calls may be subject to federal, state, or local laws,
SECURITY ALERT:
rules, or regulations. It may require the consent of one or both of the parties on
the call. Familiarize yourself with all applicable laws, rules, and regulations and
comply with them when you use this feature.
In this example, we'll set up service observing for a manager. The manager's class of restriction
is 5. We'll assign a feature button to the manager's telephone and allow her to monitor calls on
local extensions that have a class of restriction of 10. Everyone on an observed call will hear a
repetitive warning tone.
Observing Calls
Issue 1 June 2005 503