Before you begin
Ensure that you are not logged in as an agent. If you have already logged in, ensure that you are in
the AUX mode.
Procedure
• To activate call observation:
1. Go to the Features screen.
2. Select Service Observe.
3. Select one of the following options: Basic, No-talk, Next-Call, or By-Location.
4. Enter the deskphone or the location details that you want to observe.
5. Press Enter.
• To deactivate call observation, perform one of the following actions:
- While on the call observation line, press the Release softkey.
- On the Features screen, select Service Observe.
- Answer an incoming call.
- Select an idle call appearance line.
- Change to an on-hold call.
- Go on-hook.
- Logout.
Assisting an agent on an observed call
About this task
Use the following procedure to assist an agent whose call you are observing. The caller cannot hear
you when you are speaking to assist the agent.
Before you begin
Ensure that your administrator has configured the coaching feature and you are already observing a
call.
Procedure
While on the call observer line, press the Coach softkey to observe and End Coach softkey to stop
observing.
Call Center Deskphone operations
June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 30
Comments on this document? infodev@avaya.com
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