Service Observe Conversant IVR?

[BHodgins]

Need help ... we used to use an announcement board on our Definity G3r to play a greeting and prompt the caller to make a selection from a menu. We have started using our Conversant IVR for this role since there is much more speech storage there than on the announcement board. The vector uses a "Converse" step on the skill belonging to Customer Assist on the IVR.

Here's the challenge... when service observing on the VDN of the 800 number, we used to be able to hear the entire caller experience. Now, when service observing, we hear the incoming ring, then three short tones and then we are no longer service observing that call.

I suspect there may be a limitation of one trunk "camped" on at a time to a call and that since the converse step camps on an IVR trunk, we, the service observer are being booted off.

I did check to make sure the COR of the service observer could service observe the COR of the IVR trunks and that the COR of the IVR trunks could be service observed.

Anyone have any experience in this area?

PS The reason we service observe on the incoming 800 VDN instead of the queue VDN is that we have many hundred different 800 numbers that all end up in the same queues. We want to continue monitoring calls on certain 800 lines.

Thanks,
Bill

 

[VLG711]

Our conversant uses a huntgroup with auto availible agents. I had to make sure the huntgroup and agents and agreeable cors in order of ours to work.

vlg711

 

[BHodgins]

Thanks - I found the problem. I needed to change the COR for the VDN which subsequently routes to the service observe function via vectoring.