Service Observe outbound VDN?

[ppenning]

Hello All,
I have an issue where I need to be able to listen to a dialer making outbound calls. I need to hear if an answering machine or a live person picks up. The dialer is a soft dialer so the actual calling takes place in my 8710 through a VDN. The soft dialer is a Genesys platform.

I have tried service observe on the VDN that Genesys uses to tell the Avaya switch to make the call. However, I only hear the call when a customer picks up and is then routed back into the VDN to talk to an agent. I need to hear from start to finish so I can prove that my call classifiers are working as they should. Any thoughts on how I can do this within the switch?

Thanks for the help!
Perry

 

[simreal]

In the VDN you are service observing .. there is an option labeled "Observe on agent answer" Y/N. Try reverting that field and see if it helps.

 

[ppenning]

I have just set that option to "Yes" so we will see what happens when they start making outbound calls.

Thanks for the tip...