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Service Observing
Hold
Observers cannot place calls on hold while observing.
If an observed agent places a call on hold, the observer is put in wait state. A VDN
observer continues to monitor the caller placed on hold.
Leave Word Calling
Parties on an observed call cannot use LWC.
Look Ahead Interflow (Category A only)
If an observed VDN call routes to another location via Look Ahead Interflow, the call
continues to be observed. The observer hears a warning tone, if administered at the
sending communication server, when the call arrives at the receiving communication
server. The observer continues to hear the periodic tone while observing the VDN call.
Manual Answer
VDN observers are bridged on to the call when the agent answers the call that has been
ringing the ACD agent extension with the "Observe on Agent Answer" set to y.
Move Agent/Change Skills
Moves or changes of physical of logical agents being observed occur according to the
move or change rules. Observing continues.
Multiple Call Handling
While an agent extension or logical ID is observed, only the active call is monitored. If all
calls are put on hold, the observer hears silence.
Music-on-Delay/Music-on-Hold
If an observer is in listen/talk mode, neither caller nor observer hears music-on-hold. If an
observer is in listen-only mode, the caller hears music-on-hold, but the observer does not.
A VDN observer hears music provided to the caller.
Night Service
A VDN observer continues to observe when a call routes to night service.
Recorded Announcement
A VDN observer continues to monitor a call connected to an announcement. A Verify
Announcement call placed by an observed physical or logical agent can also be observed.
Issue 1.0 May 2003
235
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