2. Tap Service Observe.
3. Tap 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. Tap Enter.
• To deactivate call observation, perform one of the following actions:
- While on the call observation line, tap Release.
- 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, tap Coach to observe and End Coach to stop observing.
Assisting an agent on an observed call
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 31
Comments on this document? infodev@avaya.com
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