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| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
| Tags: key, observe |
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 08-09-2005, 02:43 PM | #1 (permalink) | ||||||||
| Junior Member
Rep Power: 0  | When you have the Observe Key programmed on Supervisor ACD sets, can any supervisor observe agents in a queue other than the one assigned to them. I have customer who will have 10 different queues that will be programmed. They will be working from the Symposium. The agents will be roaming, and I'm not sure if their agent is at a set that is not the supervisor's Q, can they still observe that agent as long as they have the position ID of that set??? | ||||||||
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| 08-09-2005, 04:06 PM | #2 (permalink) | ||||||||
| Moderator   John_In_Dakota is in need of a long nap.
Location: 1069.7 miles from Tiverton, Ontario (CANADA) Rep Power: 12 Gender:  Country:     | Remeber the observe is only observing the agents POS ID not skillsets. You knew that though. Check the agents TN and see if SPID is programed in there. Seems to me if the TN has SPID 1234 then only the Sup with POS ID 1234 can observe them. | ||||||||
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| 08-10-2005, 07:06 AM | #3 (permalink) | ||||||||
| Senior Member   Rachelle is curious
Location: Lou, KY Rep Power: 9 Country: | It seems to me that John is right. But, if your site is like ours and you don't use Supervisor IDs then any supervisor can observe any agent. The OBV key function is outside that of the Symposium environment. rlc | ||||||||
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| 08-11-2005, 11:23 AM | #5 (permalink) | ||||||||
| Admin   Chas2002 is Chillin
Location: Gulf Coast Rep Power: 5  Country: | The setup I use is via Symposium. Supervisors have a Symposium Login that only allows them to view their agents in Real Time Displays (they don't see the others' agents). When a supervisor wants to observe, they reference the RTD, see what set the agent is logged in at and enter that position ID. Thus you can have 10 different queues because the Supervisor will only be able to view the Apps, Skillsets and agent assigned to him/her. Chas2002 | ||||||||
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| 08-12-2005, 08:17 AM | #6 (permalink) | |||||||||
| Junior Member
Rep Power: 4 Gender: Country: | Quote:
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