Administrator's Guide

Features and technical reference
555-233-5061818 Issue 5 October 2002
How to observe calls
Observers press the service observing button on their phone or dial a feature
access code, and then dial the extension they want to observe. When using a
service observing button, observers start in listen-only mode and can toggle
between listen-only and listen/talk mode by pressing the button. The button lamp
indicates which mode the observer is in.
If a service observer is in the wait state (waiting for an eligible call), the only
visual indication the station/agent is observing is if the observing station has a
Service Observe button administered. When this happens, the Service Observe
button flutters while the observer is waiting, and the button is lit steady when the
observer is actively observing a call.
If service observing is activated via the Service Observing feature access code,
and there is no Service Observe button administered on the set, there will be no
call appearance reserved while the call remains in the wait state. An idle call
appearance must be available for the user to go to the observing state when a new
eligible call arrives.
By contrast, there are different feature access codes for listen-only and
listen-and-talk modes. When observers initiate sessions with a feature access
code, they must choose one of the two modes at the start of the session. They
cannot switch to the other mode without ending the session and beginning
another. The feature access codes for service observing are:
■ Service Observing Listen Only Access Code
■ Service Observing Listen/Talk Access Code
NOTE:
Feature access codes are required for remote observing.
An observer can observe an agent who is not active on a call. The observer is in
wait state until the agent receives a call, and then the observer is bridged onto the
call.
To deactivate Service Observing, the observer hangs up, selects another call
appearance, or presses the disconnect or release button.
Restrictions
Two observers can’t monitor the same extension or the same call simultaneously.
If user A is observing an extension and user B tries to observe it, B gets a busy
signal. If 2 extensions are being observed independently and one calls the other,
only the observer of the calling extension observes the call. The observer of the
called extension goes into wait state until the call is over.