Can one VDN monitor others? 2

[m0zart01]

Is it possible to set up one VDN that can monitor others?

I would like to allow users in training to listen to a variety of calls.

Does anyone have samples of how to get this working?

using G3 V12


Thank you.

 

[phoneguy55]

by monitor, I assume you mean service observe. The answer is no. You can only service observe a station or agent, not a vdn.

 

[SF0751]

Check your System-Parameters Customer Options (disp sys cust). On page 5 (Call Center Optional Features) are the settings/permissions for Service Observing. They are:
Service Observing (Basic)
Service Observing (Remote/By FAC)
Service Observing (VDNs)

If "Service Observing (VDNs)" is marked as YES, then you can Service Observe a VDN.

Susan
"'I wish life was not so short,' he thought. 'Languages take such a time, and so do all the things one wants to know about.'"
- J. R. R. Tolkien, The Lost Road

 

[phoneguy55]

Susan, I did not know that. Thanks. You get a star!

 

[m0zart01]

Thanks for the info.

Let me clarify... Sorry

I have VDN service observe in place and it works.

I am curious if it's possible to create a hierarchy of my VDNs
so I could press service observe on my phone and dial the VDN which would allow me to listen to the next incoming call on any of them.

From what I read on my search results, ppl have mentioned setting up a S.O. a VDN to a huntgroup that allows random monitoring.

Anyone familiar with this? An example, etc.

Thanks for the help

 

[nohuhu]

m0zart01,

you can only observe one object at a time. if you create an entry vdn with vector that routes calls to different sublevel vdns, you can observe first and hear the next call that goes through it.