sjforcum

Here's a situation for you...

I have one main attendant. She will be training another employee to run the consoles. She would like the second employee to be able to listen to her handle calls through the second console.

I've tried the service observe function, but when trying it from the second console I get a wave off.

Can this be done with the consoles? If so, what am I doing wrong?

TIA,
Steve

stubborne

Never attempted, so I'll ask the obvious: the COR for attendant 1 is service observable?

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Stu

PBXtech.info

 

sjforcum

Yes they have the same COR which has both service observe options turn on.

NOTE: I can observe from a 6408 set with the same COR, so I think the problem is the console for some reason...

stubborne

probably by design. maybe somebody else can give you more info...

__________________
Stu

tele234

buy the training Y splitter for the console, Avaya makes a Splitter that will allow two people to listen to console at the same time, it is designed for training

nexSIP

I know you can Service Observe a VDN. Our main number use a VDN then attendant vectoring before it gets to an operator.

So we do have the ability to monitor the consoles.

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Communicate Openly and Freely

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chrissa

You cannot Service Observe any other phone from an attendant console. You can service observe an attendant console directly from a regular phone (ie any 6400 series, 7600 series, 4600 series, etc..).

simon2

If you have call vectoring enabled then the way that I achieved this with a certain degree of security is to create a vdn that the relevant persons can dial and place the following call vectoring behind it

1) wait-time 2 seconds hearing ringback
2) collect 4 digits after ann XXXX (this announcement requests the dialer to enter their 4 digit password)
3) goto step 5 if digits = XXXX (digits you decided for password)
4) disc after announcement XXXXX (informing the dialer that the password they entered is incorrect)
5) route to number *06 with cover n if unconditionally (which is the FAC for service observe listen only) #06 for listen and talk, this depends of course on how you have administered your
FAC's)
please instruct the dialer after they have sucessfully entered their password they will hear a dial tone, when they hear this they can enter enter the VDN, station or agent they would like to observe.

This can be done by anyone at any internal phone using an internal vdn or by anyone atb all if you are using an external vdn this is of course providing they know the correct password. I would suggest changing this password on a regular basis to avoid any sercurity/privacy violations.

Hope this helps

regards

Simon

smithermang

Sounds like the splitter is the easiest solution.