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Service Observing
Only one observer can observe an extension at one time. An observer cannot observe a
logical agent ID extension at a physical terminal that is already being observed. Likewise,
an observer cannot observe a physical extension that is being observed as a logical-agent
ID extension.
Observing VDNs (Category A only)
To observe a VDN, the observer enters a specific VDN extension and bridges onto calls
(one call at a time) that have started vector processing for that VDN. The observer hears
all tones, call prompting, caller dialing, announcements, music, and speech that the agent
and caller hear. If an observer is in a COR administered to hear VDN of Origin
announcements and has a VOA Repeat button, he or she can hear and replay VDN of
Origin announcements.
Effective with Release 9, service observing of VDNs is enhanced to (optionally) start
observing of a call to the VDN when the call is delivered to the agent or station. When this
VDN option is active, VDN service observing activation still associates the observer with
calls to the VDN, but the observer does not hear a call during vector processing. After
initial activation, the first call to be observed must first pass through vector processing
before the observing is enabled. When the observing connection is completed for the first
call (the call is released), the observer is bridged on a subsequent call to the VDN (which
has also been through vector processing) when the call is answered by an observable
agent/station. This ability saves time for the observer because, after observing of the VDN
has been activated, the observer does not have to wait (and listed) for each subsequent
call to go through vector processing and for the agent to answer.
The ability to observe VDNs when the call is delivered to an agent/station is activated by
setting the "Observe on Agent Answer" field on the VDN form to y.
The observer sees the name of the VDN, agent, or trunk as each is accessed in sequence
by the VDN. For example, during vector processing the VDN name is displayed, but when
the call connects to an agent, the agent name is displayed.
When the observer connects to a call in vector processing, the system maintains the
connection until the call is disconnected or the observer hangs up, even if the call is routed
or transferred externally. If the observer does not disconnect after one observed call is
disconnected, the observer is connected to another call on the same VDN. Observing is
listen-only as long as the call is in vector processing. Once the call is out of vector
processing, an observer with listen/talk capability can talk as well as listen.
Observing Remotely or by FAC
(Category A only)
Observers can observe calls from a remote location or locally using Service Observing
FACs. When observing remotely, observers must use FACs. Different FACs are required
for listen-only and listen/talk modes. When observing locally or remotely by FAC, the
observer cannot toggle between modes. Physical extensions, logical-agent ID extensions,
and VDNs can be observed remotely.
Issue 1.0 May 2003
225
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