MERLIN LEGEND Communications System Release 6.1
Feature Reference
555-661-110
Issue 1
August 1998
Features
Page 616Service Observing
Direct Voice Mail When an extension being observed transfers a call by using Direct Voice
Mail, the Service Observer is dropped from that call.
Directories Calls made by using System, Extension, or Personal directories can be
observed.
Do Not Disturb A Service Observer can observe calls even if the observed extension
uses the Do Not Disturb feature.
Activating Do Not Disturb at a Service Observer extension does not block
the Service Observer from being alerted when a call comes into an
observed extension.
When an extension being observed activates Do Not Disturb, this causes
the red LED next to the observed extension’s button on the Service
Observer’s telephone or DSS to light.
Forward/Follow Me A Service Observer actively observing an extension may activate or
cancel Forward or Follow Me without interrupting the observing. The
Service Observer simply presses the Feature button and dials the feature
code and extension number. However, the Service Observer does not
hear any progress tones while doing this.
Group Calling A calling group member that answers a call can be observed as long as
the calling group is not a voice messaging interface (VMI) calling group. A
call coming into a VMI calling group cannot be observed.
If a delay announcement device answers a call, the call cannot be
observed while it is at the delay announcement device. If a fax extension
has answered a call, the call cannot be observed while it is at the fax
extension.
If a Service Observer is a member of a calling group and is observing a
call, he or she is considered busy for Group Calling.
Headset Options A Service Observer with a headset can be a Service Observer and a
member of a Service Observing group.
An extension answering a call by using Headset Auto Answer can be
observed. If the Service Observer has Headset Auto Answer off and a call
comes in to the extension being observed, no zip tone is heard, but the
observer’s headset automatically begins listening in on the call. A zip tone
is heard in the headset when a regular call (one where the Service
Observer can talk to the caller) comes in.
If an observed extension uses Headset Hang-up to disconnect a call, the
observer is dropped from the call. An observing station can use this
feature to end the observation of a call.
If an observed extension uses the Headset/Handset Mute feature, the
observing station does not hear the person on that extension but can hear
the other parties on the call. If the Service Observer uses the
Headset/Handset Mute feature, the observed extension is not aware of it.
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