ceaser_t

Hi ,

We have avaya 4621 SW IP. One of the supervisor is not able to barge in to agents calls. I tried changing the COR to general where service can be obeserved as well as observer, but still no luck . Any one have ideas on this ? Thanks in advance

oozenoz

System type and version? What are the types of phones for these situations:

Supervisor extension able to observe
Supervisor extension unable to observe
Agent station able to be observed
Agent station not able to be observed


Can you print out the page with the COR (should be the first) for the extension that cannot barge in, and the same for an extension that can? Include the same page for an extension that can be monitored - and one for an extension that cannot.

Also, print out the CORs and paste those in. Might seem too basic, but it always helps to get a second opinion.

__________________
- calvin

PBXtech.info

 

ceaser_t

HI Calvin,

The system is 8710 with CMS 3.0 , The types of phones used are 4620 SW IP for all the cases.

Here is the COR where the service can be observed

FRL: 3 APLT? y
Can Be Service Observed? y Calling Party Restriction: none
Can Be A Service Observer? y Called Party Restriction: none
Time of Day Chart: 1 Forced Entry of Account Codes? n
Priority Queuing? n Direct Agent Calling? n
Restriction Override: none Facility Access Trunk Test? n
Restricted Call List? n Can Change Coverage? n
Access to MCT? y Fully Restricted Service? n
Group II Category For MFC: 7 Hear VDN of Origin Annc.? n
Send ANI for MFE? n Add/Remove Agent Skills? n
MF ANI Prefix: Automatic Charge Display? n
Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n
Can Be Picked Up By Directed Call Pickup? n
Can Use Directed Call Pickup? n
Group Controlled Restriction: inactive

oozenoz

One thing I will STRONGLY recommend, use separate COR values for the supervisors and agents - one with observer capability and one with 'can be observed' - you don't want to give the agents the ability to listen in on supervisor calls.

__________________
- calvin

oozenoz

Now that I'm off my soapbox, what is the actual numeric value of this COR? Have you checked to verify that the sup ext has this COR and the agent ext has this COR? Are you certain the sup isn't attempting to monitor an agent phone that is already being monitored?

__________________
- calvin

colt45

Be sure on COR subsequent pages the CORs are not blocked; ie set to N.

And yes, be sure to setup a separate COR for each type of user. It will make your job much easier down the road.

If the agent is already being observed by a system such as NICE it will appear this is a permanent problem as NICE setups up the monitor soon as the agent logs in.

PBXtech.info