QUESTION REGARDING OBSERVE FEATURE - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

07-20-2004, 04:03 PM

HI GUYS, LONG TIME READER, FIRST TIME TYPER

IM TRYING TO FIGURE OUT HOW A SUPERVISOR CAN OBSERVE ANOTHER SUPERVISOR WITH THE OBSERVE FEATURE. IN THE NTP, IT STATES CHG (DOS) IN CLS TO (AOS) I CHANGED IT AND IT WILL NOT WORK. I USE TO GET A BUSY TONE WITH (DOS) AND WITH (AOS) I DO NOT ANYMORE, BUT THATS AS FAR AS IT GOES. ANY IDEAS?

**Chas2002** · 07-20-2004, 04:19 PM

Well - welcome to the board.

AOS should do it as long as SPV is assigned in the CLS. Not getting busy (I assume you're getting silence) could mean that the Observed supervisor wasn't on a call or you're observing the wrong ID.

I'd say you programming is most likely correct, but the process is flawed....

From NTP:

Quote:

A supervisor with Allow Observation of Supervisor Class of Service can
observe another supervisor in the ACD operation by pressing the Observe
Agent (OBV) key and dialing the Position ID of the supervisor observed.

Chas2002

07-20-2004, 04:24 PM

chas, thanks for your quick reply. The phone is setup as a supervisor, also I know that they are on a call because im watching them through max so i know that that person is on an acd call. All i get is silence. In theory, it should work the way it is setup,it is to the t. Anybody else experience this?

**Chas2002** · 07-20-2004, 04:24 PM

Also note state of call (Item )2..

Supervisors can only observe an established active call on an ACD telephone
with an In-Calls key defined. An ACD telephone cannot be observed during
the following call states:
— Idle
— Telephone is already being observed, or the supervisor to be observed is in the observe mode
— Call is connected to a Release Link Trunk
— Call involves an attendant
— Private line calls
— Conferencing calls
— Transferring calls

07-20-2004, 05:09 PM

chas you the da man!... all the calls that were trying to be observed were via transfer, and thats why it was not working.

Rachelle · 07-20-2004, 08:27 PM

Chas:
You are da man!!! I didn't know that you could not OBV a Transfer or Conference call. I was under the impression that any call as long as the set was logged in could be OBVed. Is there a way to open it up for all call types to be monitored?

Rachelle

**Chas2002** · 07-20-2004, 08:55 PM

Hmmm...Actually I was referring to the State of the call - But I guess it makes sense - If the call is transferred, then it's no longer in queue..

***John_In_Dakota*** · 07-21-2004, 07:33 AM

I thought it was a Rls. issue. Something above 23.5?

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