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ACD contact center features
VDN-call security
Use the following COR restrictions for VDN-call observing.
For the VDN extension to be observed, set the Can Be Observed field on the COR
form to y.
For the VDN destination, set the Can Be Observed field on the COR form to y.
Enter the VDN extensions to be observed in the observer's Service Observing
Permissions COR table.
Vector-initiated security
Use the following guidelines for vector-initiated observing.
Use Call prompting commands in Service Observing vectors to provide passcode
protection and limit access to specific destinations or vector-verified, caller-entered
digits.
Use Time of Day/Day of Week checks in Service Observing vectors.
Create a vector used exclusively for Service Observing.
If you use route-to commands to observe a VDN extension, ensure the extension has
an observable COR.
If the observer is observing locally, grant calling permission to the observer on the
VDN's COR.
In vector-initiated Service Observing, the COR assigned to the VDN used to initiate
Service Observing, the COR assigned to the internal caller extension, and the COR
assigned to agent to be observed are used to determine if Service Observing will be
allowed. If the agent's COR is not observable, observation fails regardless of the VDN or
caller COR. When a call routes through multiple VDNs, the COR of the last VDN is used
for calling/observing permissions regardless of VDN Override settings.
If you have administered the optional warning tone, the caller and the observer hear the
tone only when the system connects the call to the answering or routed-to destination after
vector processing is finished. The periodic tone is heard during the call even if the call is
transferred off-communication server. Use a warning announcement at the beginning of
vector processing to inform the caller of observation since the system cannot give a
warning tone until the call is out of vector processing.
Remote-access security
Use the following guidelines for remote observing.
Use Barrier Codes and Authorization Codes to limit the use of Remote Access to
authorized users. Refer to Administrator Guide for Avaya Communication Manager,
555-233-506 for information about these codes and other Remote Access security
measures.
Use different Authorization Codes for different Service Observing permissions.
230 Communication Manager Guide to ACD Call Centers
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