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Feedback to observer when activation allowed — after observe activated (continued)
Condition
Eligible VDN call (out of vector processing
in listen/ talk)
Press button while observing in vector
processing
Press button while not in vector and in
listen-only
Call being observed becomes ineligible
Active call disconnects
Logical agent logs out
Observer (without button) hangs up
While observing, the observer should press only the following buttons:
Call Appearance
Service Observing
Position Busy
Auto-ckt Assure
Release (ACD) (This will end Service Observing)
Bridged Appearance
Auxiliary Work
Queue Status (NQC, OQT, AQC, and AQT)
System Night Service
Hold (ignored)
General security
Use the following COR restrictions to prevent unauthorized observing.
For the observer, set the Can Be An Observer field on the COR form to y.
For the agent to be observed, set the Can Be Observed field on the COR form to y.
For the observer, grant permissions to all CORs to be observed on the Service
Observing Permissions COR table.
State
Lamp
SO listen/talk
winking
SO listen
steady
SO listen/talk
winking
wait state
flash
wait state
flash
denied
broken flutter
deactivates
n/a
observing
Service Observing
Tone
hear/talk on call
no change to
mode
hear/talk on call
ineligible tone
followed by
silence
silence
busy, then silence
n/a
Issue 1.0 May 2003
229
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