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ACD contact center features
224 Communication Manager Guide to ACD Call Centers
Detailed description
To begin observing, the observer presses the Service Observing button plus the agent’s
extension number. Initially, the observer is in listen-only mode. The observer presses the
Service Observing button to toggle between listen-only and listen/talk mode. The lamp
indicates which mode the observer is in.
To deactivate Service Observing, the observer hangs up, selects another call appearance,
or presses the disconnect or release button.
An observer can observe an agent who is not active on a call. The observer is in the wait
state until the agent receives a call, then the observer is bridged onto the call.
You can administer a warning tone on each system to let agents and callers know when
someone is observing a call. Before connection, the conference tone may add 2-3 seconds
delay if enabled. The parties hear a 2-second, 440-Hz warning tone before an observer
connects to a call, followed by a half-second burst of this tone every 12 seconds during
observation.
Observing Logical-Agent IDs
With EAS, an observer can observe agents based on their logical-agent ID rather than
their physical phone. The observer enters the logical-agent ID extension number of an
agent, who must be logged in to a phone. The observer can monitor every ACD, personal,
and Direct Agent call delivered to or placed by the agent, including calls placed to the
physical extension.
Feature Access Code (FAC)
●
Service Observing Listen Only Access Code (remote/by FAC,
VDN, Logical Agent ID)
●
Service Observing Listen/Talk Access Code (remote/by FAC,
VDN, Logical Agent ID)
Vector Directory Number
(VDN)
●
Observe on Agent Answer
Class of Restriction forms
— Agent COR form
●
Can Be Service Observed
field set to yes (if extension is to
be observed)
— Observer COR form
●
Can Be Service Observer
field set to yes (if extension is to
act as observer)
●
In Service Observing COR table, enter y next to the CORs to be
observed
Required forms – Service Observing feature (continued)
Form Field