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Old 07-20-2007, 06:36 AM   #1 (permalink)
mrw
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Observe an ACD that isnt setup as an agent
Hello,

I need to setup a phone so that a supervisor can observe an ACD that isnt setup as an agent (namely our switchboard). The OBV keys are already setup on the supervisors phone and i've tried pressing OBV then typing in the EXT but it doesnt work, Is there an additional CLS that needs to be added??

any assistance appreciated.

Mike


========= Switch Board TN =========

DN 0
CPND
CPND_LANG ROMAN
NAME SWITCHBOARD
XPLN 13
DISPLAY_FMT FIRST,LAST
TYPE ATT
TN 008 0 05 12 13 APR 2005
(2250)


NACT
REQ: prt
TYPE: tnb
TN 8 0 5 12
DATE
PAGE
DES

TN 008 0 05 12
TYPE 2250
CDEN 8D
CTYP XDLC
CUST 0
SGRP 0
SETN 008 0 05 13
ANUM 01
IADN
ALPD NO
SSU 0010
ICDR ICDA
ABAN ABDA
CPND CNDA
EBLF BLFD
PRES 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19
AADN
DNDI D
DAPC DAPA
LANG 00
KEY 00 BVR
KEY 01 BKI
KEY 02 DPS
KEY 03 DPD
KEY 04 EES
KEY 05 ADL 9590059
KEY 06 PRK
KEY 07 SSC 0010
KEY 08 MTM
KEY 09 MDT
KEY 10 PRG
KEY 11 ADL 16
KEY 12 ADL ##9######9##
KEY 13 ADL 16
KEY 14 ADL 2550
KEY 15 ADL 9591111
KEY 16 ADL 16
KEY 17 ADL 16
KEY 18 ADL 0940
KEY 19 EES
DATE 13 APR 2005


NACT


============== Supervisors TN ===========


DES 2216
TN 008 1 13 08
TYPE 2216
CDEN 8D
CTYP XDLC
CUST 0
AOM 1
FDN
TGAR 2
LDN NO
NCOS 5
SGRP 0
RNPG 17
SCI 0
SSU 0010
LNRS 16
XLST
SCPW
SFLT NO
CAC_MFC 0
CLS TLD FBD WTA LPR PUA MTD FND HTD ADD
MWA LMPN RMMD SMWD AAD IMD DOS XHA IRD NID OLD VCE DRG1
POD DSX VMD CMSD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDA CDMD MCTD CLBD AUTU
GPUA DPUA DNDA CFXA ARHA FITD CNTD CLTD ASCD
ABDD CFHD FICD NAID BUZZ AGRD MOAD
UDI RCC HBTD AHA IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTU DNDY DNO3 MCBN
CPND_LANG ENG
RCO 0
HUNT
PLEV 02
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 17
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG
DNDR 0
KEY 00 ACD 6000 0 6525
SPV
01 ADL 16 9
02 NSVC 6000
03 CFW 16 98#
04 TRN
05 SCR 2525 0 MARP
CPND
CPND_LANG ROMAN
NAME Andrew Barr
XPLN 15
DISPLAY_FMT FIRST,LAST
06 NRD
07
08 OBV
09 RAG
10 AAG
11 AMG
12 ADL 16 07734745024
13 AO6
14 MSB
15 AGT
16 AGT 6529
17 AGT
18 AGT 6526
19 AGT 6551
20 AGT 6535
21 AGT 6530
22 AGT 6531
23 DAG
24 DWC 6000
25 AGT
26 AGT 6552
27 AGT
28 AGT
29 AGT 6557
30 AGT
31 AGT
32 AGT
33 AGT
34 AGT
35 AGT
36 AGT
37 AGT
DATE 9 JUL 2007


NACT
Last edited by mrw : 07-20-2007 at 06:45 AM. Reason: added TN details
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Old 07-20-2007, 08:59 AM   #2 (permalink)
John_In_Dakota
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I'm not sure you can observe the ATT counsel. Also when you want to observe an agent you typically would press the OBV key then the agents POS number.
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Old 07-20-2007, 10:32 AM   #3 (permalink)
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yeah observing the standard agents is all setup and work, just wanted to know if it was somehow possible to listen in on a non-agent phone
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Old 07-20-2007, 03:15 PM   #4 (permalink)
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not possible on a non-agent phone.
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Old 07-21-2007, 06:41 AM   #5 (permalink)
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Guys...its possible. But not observe only override the extension...pls configure on ur set OVR on one key ..when a persion busy on the phone just dial the exten number it will show busy that time use the OVR button u can hear the convertation.....pls dont do..may be u will be in jailllll also...
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Old 08-01-2007, 02:39 PM   #6 (permalink)
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If you have multiple consoles there is a feature you can use called Attendant Supervisory Console. This feature allows a supervisor console to observe others. See ntp 553-3001-306 for details
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Old 08-08-2007, 03:52 AM   #7 (permalink)
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Quote:
Originally Posted by me_nortel_guy View Post
See ntp 553-3001-306 for details
sorry thats well confused me! where is ntp 553-3001-306??
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Old 08-08-2007, 08:43 AM   #8 (permalink)
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Quote:
Originally Posted by JA View Post
Guys...its possible. But not observe only override the extension...pls configure on ur set OVR on one key ..when a persion busy on the phone just dial the exten number it will show busy that time use the OVR button u can hear the convertation.....pls dont do..may be u will be in jailllll also...


Hi JA,

this doesnt quite work, when i dial the ext and it states that it is busy. i press the OVR key and the busy tone (beep-stop-beep-stop-beep..etc.) changes to a constant beep. am i doing something wrong here..?
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Old 08-15-2007, 02:29 AM   #9 (permalink)
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hi,
When ur tring a extension if its busy..with out disconnect the call press the OVR key it will work..for me its working fine
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