Avaya Communication Manager Contact Center Manual page 227

The following tables show the indicators that observers receive when they activate and use
Service Observing. In these tables:
Wait state means that the observer has activated Service Observing but there are no
calls or a call cannot be observed. A call appearance is not reserved. The observer
must have an idle call appearance available to be used by Service Observing when an
observable call comes in.
Ineligible tone is heard when an observed call becomes ineligible for observation. See
Considerations
"hold confirmation tone"— a rapid series of 5 short 440-Hz beeps. The observer does
not hear this tone if the agent receiving the ineligible call hears zip tone.
Feedback to observers when activation denied
Condition
No such extension
Extension not observable
1
Not allowed COR
Extension has Data Restriction
Extension has Exclusion Active
Extension has Data Privacy Active on call
Extension already observed
Extension is an observer
Extension being busy-verified
Extension has a 6-party conference
COR doesn't allow SO activation
Observe VDN not optioned
Logical ID not logged In
Activation to logical with physical observed
Activation to physical with logical ID observed
Maximum VDNs being observed
1. Extension COR cannot be observed or COR for observer calling permission does not allow observing the
COR of extension to be observed.
on page 231 for conditions that make a call ineligible. This tone is the
State Lamp
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
denied broken flutter
Service Observing
Tone
intercept
intercept
intercept
intercept
busy
busy
busy
busy
reorder
reorder
intercept
intercept
busy
busy
busy
reorder
Issue 1.0 May 2003 227