Considerations - Avaya Communication Manager Contact Center Manual

Use Facility Restriction Levels (FRLs) and restrictions such as the Authorization Code
COR to restrict Remote Access service observer access to other destinations (for
example, stations or trunks).
Use Call Prompting to create additional access security.
Assign the VDN, Barrier Code, and Authorization Code calling and Service Observing
permissions and set Can Be Observer to yes on the associated COR form. The last COR
encountered is used to determine observer permissions.

Considerations

Observability
Although an agent can be a member of multiple splits/skills, an agent can be observed by
only one observer at a time. If two agents with different supervisors are observed and one
agent calls the other, the originator's supervisor observes the call, and the other supervisor
is placed in the wait state.
An attendant can be observed but cannot be an observer.
Ineligibility
A call to an agent extension or VDN is ineligible for observing when the call:
Is already being observed
Is being busy-verified
Has Data Privacy active
Has Data Restriction active, is conferenced with an extension that has Data Restriction
active, or is a VDN call that reached an extension that has Data Restriction active
Has Privacy — Manual Exclusion active, is conferenced with an extension that has
Privacy — Manual Exclusion active, or is a VDN call that reached an extension that has
Privacy — Manual Exclusion active
Is in a conference where adding the observer results in more than 6 parties (see
Conferenced calls
Is a VDN-observed call that reaches an unobservable extension or VDN. (Note that the
COR of the hunt group split/skill used to distribute the call to the station/agent is not
checked. The CORs of stations/agents conferenced with the call are not checked.)
Trunk calls
If an agent being observed makes an trunk-call, observation starts after the agent finishes
dialing. For central office (CO) trunks, dialing is considered complete when answer
supervision is returned or when answer supervision timeout occurs.
on page 232 for more detail on conferences)
Service Observing
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