Service Observe cannot hear the customer

[mwooks]

I just got a problem on the service observe feature. We are encountering problem in which when we tried to SO one agent while talking to the client, can hear the agent but the client on the other line cannot. We've pretty much sure that CORs are okay and is there something to do with system capacity/.

Thanks,


mwooks

 

[phonewiz]

I have a few questions about how you are service observing...are you using a service observe button or the feature access code for service observing.If you use the service oberve button...when you press the service observe button you are in a listen only mode. the observer can hear both sides of the conversation while listening to that call if he press the service observe button again the observer now joins the call as a participant and can talk to the agent as well as the caller and they can continue to press the service observe button as often as they want and toggle back and forth between listen only and listen\talk mode if I remember correctly. If you use the feature codes then if you use the listen only code then thats all they can do. If they use the listen and talk feature code then he can do both. I hope that helps you out!