July 22nd, 2006, 01:14 AM
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#5 (permalink)
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Moderator
Join Date: Dec 2005
Posts: 1,435
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Re: Monitoring a VDN
Quote:
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Originally Posted by ahays
er, Oops. Actually, VDN monitoring has been around since before Release 6. It places the Observer into a queue until a call arrives and then allow the Observer to follow the call until it leaves the VDN (disconnect, transfer, etc.). The Observer hears everything the caller hears ... announcements, music, everything ... even the caller's comments while on hold. It allows the observer to get a real "customer experience," if you will.
.al.
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That is true and I did not think of service observing in this instance. I assumed that the request was for monitoring such as the actual monitor command provides and not that she would want to listen to each call.
My error.
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Marty
Retired Avaya DSIC tech
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