Call observation
You can use the Service Observe feature to observe an incoming call, outgoing call to a deskphone,
an agent, or a VDN. You can also change to the talk mode during a call observation to assist the
agent or to manage the call quality.
You can activate the Service Observe feature only when you are not logged in as an agent or when
you are logged in as an agent, but you are in the AUX state and the call is not on hold. The
deskphone displays the not available icon (
) and beeps an error message
Feature not available
if you activate the Service Observe feature without logging in as an agent.
If the observed deskphone has multiple calls, you can observe only the active call.
You can activate the Service Observe feature in one of the following modes:
• Basic: Activates the feature in the listen-only mode. You can change between talk and listen-
only modes, if configured via Avaya Aura
®
System Manager.
• No-talk: Activates the feature in the listen-only mode, and you cannot change to the talk mode.
• Next-Call: Activates the feature in the listen-only mode when the next call starts. You can
change between talk and listen-only modes, if configured via Avaya Aura
®
System Manager.
• By-Location: Activates the feature in the listen-only mode for a VDN. You must provide a VDN
and a location ID. You can observe the call only when the agent at the required location
connects. You can change between talk and listen-only modes, if configured via Avaya Aura
®
System Manager.
The deskphone displays the Service Observe feature status in the Agent Information Line. The
deskphone deactivates the Service Observe feature if you make or answer a call when the feature is
active.
Activating or deactivating call observation
About this task
Use the following procedure to observe a call of another deskphone, agent, or VDN. The deskphone
displays the observing modes depending on the configuration made by your administrator.
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.
Call Center Deskphone operations
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 30
Comments on this document? infodev@avaya.com
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