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ACD contact center features
Multiple observers
Multiple observers can observe a single VDN simultaneously, but only one observer is
observing a given call to the VDN. There is no limit to the number of observers observing a
single VDN as long as the total number of observers actively observing VDNs does not
exceed 50.
Conferenced calls
An observer cannot initiate a conference while observing.
If an observed agent conferences a call and the number of conferenced parties is less than
6, the observer is placed in the wait state until the call is connected. Then the observer
observes the conference. In addition, the observer is bridged onto any call on which the
agent becomes active before the conference is complete. When the conference is
complete, the observer is again bridged onto that call.
If an observed agent conferences a call and the number of conferenced parties (including
the observer) is 6, the conference is denied.
A call to an observed VDN cannot be monitored if the observer, caller, and other parties
bridged onto the call constitutes more than 6 parties.
If a conference is being observed because an observed agent entered the conference,
when the agent hangs up, the conference is no longer observed. If a conference is being
observed because an observed VDN call entered the conference, observing continues
until the call is routed to an unobservable destination.
Conference members are observed during a conference regardless of their COR setting.
If a VDN call being observed is conferenced to an agent call being observed, the VDN
observer continues to observe and the agent observer goes into wait state. If two
observers (of either VDN or agent calls) are conferenced to a call, the first observer
conferenced-in continues to observe and the second observer goes into the wait state.
VDN or agent call observers hear the ineligible tone before going into wait state.
The same rules apply when multiple observers monitor transferred calls.
Transferred calls
Observers cannot initiate a transfer while observing.
If an agent being observed transfers a call, the observer is placed in wait state. The
observer is bridged on after the transfer is complete.
A VDN observer continues to monitor the transferred call until it is transferred or routed to
a unobservable destination.
232 Communication Manager Guide to ACD Call Centers
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