Administrator's Guide

Service observing
Issue 5 October 2002 1817555-233-506
Service observing
Designated users, normally supervisors, can listen to other users’ calls. This
capability is often used to train agents and monitor service quality in call centers
and other environments where employees serve customers over the phone. On
MultiVantage, this is called “service observing” and the user observing calls is the
“observer.”
This section describes service observing in environments without ACD or call
vectoring. See Avaya MultiVantage™ Call Center Software Guide to ACD Call
Centers to use service observing in those environments.
Brief description
Observers can monitor calls to any of the following:
■ an extension
■ a VDN (on systems with call vectoring)
■ a logical agent ID (on systems with Expert Agent Selection)
Note that service observing allows you to observe calls to one particular
extension, not all calls to all extensions at a terminal.
Observers can monitor calls in one of two modes: “listen-only” or
“listen-and-talk.” The latter permits an observer to hear and speak with all parties
on a call. The person being monitored doesn’t know an observer is listening to the
call unless you administer Avaya MultiVantage to provide a monitoring tone.
!
WARNING:
Listening to someone else’s calls may be subject to federal, state, or
local laws, rules, or regulations. It may require the consent of one or
both of the parties on the call. Familiarize yourself with all
applicable laws, rules, and regulations and comply with them when
you use this feature.
Observers can use remote access to monitor calls when they’re off-site. In systems
with call vectoring, a vector can control access to service observing.