How to observe agents?

[lilabell]

Hello good folks of the forum I have a newbie question. I found the cls that i needed for the supervisor set now i need to know how to instruct the supervisor to observe calls? I have attached the config for her phone. I need someone to step me through it. Ex- press obv button dial agent id to observe etc.???

Thank you so much and have a great day!
Lilabell



NACT
REQ: prt
TYPE: tnb
TN 41 06
SPWD
DATE
PAGE
DES

DES 3904
TN 041 0 00 06
TYPE 3904
CDEN 8D
CUST 0
FDN 6969
TGAR 0
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
RLD CRPD STSD TA LPR MTD FNA HTA TDD HFD G
MWA LMPN RMMD SMWD AAD IMD DOS XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND FLXD FTTC DNDY DNO3 MCBN
OUSD OBPD
CPND_LANG ENG
RCO 0
HUNT 6969
LHK 4
LPK 4
PLEV 02
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 2368 0 2160
SPV
01 SCR 8160 0 MARP
CPND
NAME
XPLN 26
DISPLAY_FMT FIRST,LAST
02 SCR 4160 0 MARP
CPND
NAME
XPLN 26
DISPLAY_FMT FIRST,LAST
03 OBV
04 SCN 4898 0
05 XMWK 6969 4898
06 DWC 2368
07
08 MSB
09 NRD
10
11
12
13
14
15
16 MWK 6969
17 TRN
18 AO6
19 CFW 4 6969
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 4 DEC 2007


NACT

 

[bigindian65]

Obv is done via Position ID of the phoneset. Neither the agent or supervisor have to be logged in.

Hit OBV
enter posID (if the set above was an agent set I would enter 2160)

auto connect at that point.

Mato' Was'aka

 

[johnpoole]

on this site, rls 3 81c (cs1000) both the supervisor and the agent have to be logged in. if the spv is logged in and trys to obv an agent that is not logged in she gets a screen. obv failed msg..

john poole
bellsouth business
columbia,sc

 

[bigindian65]

What are you talking about a screen John? On the phone display? I'm talking about raw obv from a supervisor set.

Mato' Was'aka

 

[lilabell]

Sorry I should have provided this info, we are on an opt 11, So they agent and or the supervisor may have to be logged in. Thats easy nuff i can do some testing and verification of that. Then the supervisor (config listed above) hits the obv button and the agent id of the agent that she would like to observe correct? So then i think i got the config correct for the supervisor, is there a CLS that i need to enable for the agent?

Thank you both for your help,

Lilabell.

 

[bigindian65]

No cls, and remember, it is Position ID, not Agent log in ID.

Mato' Was'aka

 

[lilabell]

Thanks for your help, I appreciate it!

 

[Shenky]

My first time on this message board and I want to say what a great help this has been! I have been searching the web for the answer on how to use the observe key. I found this site and signed up. Low and behold here is my answer.

Thank you all.

 

[bigindian65]

cool.

Mato' Was'aka