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ACD contact center features
Call Waiting
A call cannot wait on a single-line phone that is being observed.
Call Work Codes/Integrated Directory
The observer does not hear agent dialing with these features because the digits are
passed to the communication server in S-channel messages.
CMS (Category A only)
When an observer is bridged onto a VDN call, CMS is notified.
Conference and Transfer
A VDN observer who is bridged on a call follows the call on a conference and/or transfer
operation.
Converse Command (Category A only)
Converse-split extension ports can be observed as physical extensions. A call to an
observed VDN continues to be observed if the call is answered by a VRU through the
converse command.
Converse-on Vector Command
Calls connected by the converse-on command are not observed by the VDN observer
when the Observe on Agent Answer option is set to y. If the call is subsequently answered
at an agent station or other destination via the route-to command, the VDN observer is
bridged on the call.
DCS (Category A only)
To observe stations on another node (a DCS station extension), you must set up remote-
access service observing. A DCS station can only observe another node using remote
service observing. Service observing displays are not supported across DCS.
Dialed Number Identification Service
Observing by VDN provides monitoring by DNIS since the VDNs represent the DNIS of the
service dialed.
Direct Agent Calling (Category A only)
A Direct Agent call to a logical-agent ID is monitored by observing the Logical Agent not by
monitoring the physical extension.
234 Communication Manager Guide to ACD Call Centers
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