Probelms with Service Observe - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

sjforcum · 05-10-2005, 12:05 PM

Hi All,

I know I'm going to slap my forehead and say DOH! when I get some guidance on this...

I'm having trouble with service observation. When I dial the S.O FAC, then the user extension (or the Agent ID) I hear the three confirmation tones, but then the call appearance goes dark.

Here's what I've done troubleshooting so far...

I've verified that my station has permissions to service observe.
I've verified that the COR of the station / agent I'm trying to observe has the appropriate settings.
I've verified I'm trying to observe someone who is actually on the phone.

Anyone care to point me in the right direction? What am I missing???

TIA,
Steve

05-11-2005, 03:53 PM

Well you should be able to service observe while they are on the call. Try this just in case. Begin service observing an extension (After your dial the FAC and extension, your phone should release). Now have someone call the extension you are observing. Your phone should immediatly become active when the person you are observing answers.

Does this person log into their phone with an Agent Login? If so is the COR set correctly for that?

Do you have call recording software that is constantly monitoring and observing your agents? If so it could already be observing the agent, which would prohibit you from doing so. Of course I do not think you would get the three confirmation beeps if that was the case.

RichardMorris · 05-17-2005, 02:50 PM

I don't think you can SO by dialing the code. In fact I'm 99% sure of this. You need to program a button.

Richard

sjforcum · 05-17-2005, 02:55 PM

Richard,

You can SO with the FAC...but it's irregardless...the behavior continued with a Service Observe button...

RichardMorris · 05-17-2005, 03:58 PM

Steve,
I have not found your solution yet, but I looked in my Feature Description book and there is a sentence that reads, "Service Observing cannot be activated by feature access code."
What makes you think it will work with the FAC?

Richard

sjforcum · 05-17-2005, 04:04 PM

Uhm....it has worked in the past and I can still use it now. The problem is this is a sporadic (but frequent) problem.

RichardMorris · 05-17-2005, 04:06 PM

I just thought about something. I haven't used SO in a while, so correct me if I'm wrong. Isn't the tone you heard a confirmation tone that you are observing? If you did not hear a conversation is it possible that the phone you were trying to observe simply did not have a call at the time? If observed phone is not on a call, you'll just get silence until they are on a call. The conversation will just pop up ( when the observed phone is connected) and then go away when either party disconnects. ...

Richard

05-17-2005, 04:11 PM

Quote:

Originally Posted by sjforcum

Uhm....it has worked in the past and I can still use it now. The problem is this is a sporadic (but frequent) problem.

Poltergiest?

Is tolland pronounced like a toll bridge or the country of Holland?

You were able to use the FAC, feature access codes, to do Service Observe?

Richard

RichardMorris · 05-17-2005, 04:14 PM

Hate it when I forget to log in.
Hey, am I correct in assuming that when the light bulb next to our name is white we are logged out, and when it is green we are logged in?

Richard

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