Service Observe Remotely?? 4

[pbxman]

Hello all.

I have a problem I can't quite figure out. On a Lucent G3si, is it possible to service observe remotely? We have a quality assurance auditor that had a bad accident, and basically needs to work from home now - but he needs to be able to listen to our call center's calls live. As usual - neither party is to be aware that the auditor is actually on the line. As an added bonus - it might be beneficial to have whisper capabilities from the calling phone. It's also a "must" that the phone used by our auditor be a standard phone - not a digital set.

How can this be setup (if at all?) Im stumped.
Thanks for any help you can provide. pbxman
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[janney]

pbxman, I am using remote-access with a Barrier Code to accomplish what you are asking.

disp remote-access

It's real easy to set up. Simply assign an Ext., a Barrier Code(password) for security, and the correct COR/COS to allow Silent Monitoring. Let me know how you make out.

Use:
Dial Ext. (will hear high pitch squeal then dial tone)
Enter the Barrier Code you selected (will hear dial tone)
Enter your Service Observe Feature Access Code (dial tone)
Enter the Ext. you wish to monitor

 

[pbxman]

Wow - works great. I had no idea it was that simple to do. I've always shy-ed away from remote access just for security reasons, but this one forced me to use it because of some Human Resources issue. Thanks for the quick response - great job! pbxman
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[mcopini]

Pbxman,

Just be sure that no one with bàaaad-bad intentions gets hold of the barrier-code. Make sure to change the code every once & a while! I've had a lot of customers who had been victim of toll-fraud via remote access!

Good luck!
Kind Regards,
Maarten Copini

http://www.effecta.nl

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[pbxman]

Yeah - that was my original objection to the IS director, but it became an HR issue that we had to provide access for this individual. Otherwise it would never fly.

A company must provide any means neccessary for certain individuals who were hurt on the job or under a certain disability act, and this was a function we were legally forced to enable for this individual. Personally, i don't think it's right for a company to risk millions in security risks and toll-fraud when they specifically pay people (like me) to ensure our systems are safe and secure.

This is a wide-open breach of enterprise security systems, but the law is the law i suppose.

Hey - our DID range is xxx-xxxx..have a try at the barrier code. j/k
I did set it up to disable upon security violation, so it looks like it is locked-up as tight as can be. Myself and the employee are the only ones who know the code, so if we go to trial - im not gonna be the one who loses against a $20,000 1-900 phonebill lawsuit! hehehe

Thanks for the tips fellas. pbxman
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[ncphoneman]

PBXMan:

Here is another level of security that you might consider.

If you will only be using the remote access feature for the service observing, change the FRL of the COR for that barrier code so that only internal calls are allowed. This way, if a "bad" person does somehow figure out how to "break" your code, they can't dial any outside number.

Good Luck.....

 

[pbxman]

Okay..im not going crazy here (i think)..

This was working yesterday. I tried it myself a few times.
Now - when i call the DID number from the outside, i get the barrier-code prompt (squeal, then dialtone)..i enter the code, and then i get out "please hang up and try your call again" invalid destination message. What happened?

I even tried using the highest COR (level 7) and still no change. Here's what i have in "disp remote" screen :

Barrier code length = 6
auth code required = n
code = xxxxxx (6 digits)
cor = 7 (least restrictive)
Tn= 1
cos = 1
expiration = 5/28/03
No. of Calls = 50
Calls Used = 1

I used the call yesterday to test, and it worked great. Now - it doesn't.

What am i missing here?
Thanks. pbxman
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[ncphoneman]

PBXMan:

One thing to check: make sure that on page 4 of CHANGE COR 7 that you have a "Y" entered for the COR of the people you want to service observe. This is where you can select who you are able to service observe, i.e. no to upper mgt., yes to agents, etc.

Let me know.....

 

[pbxman]

Yeah - COR 7 can service observe all phones, but not be service observed itself. People fall into COR 6 (management - can service observe, but not be service observed by another COR 6 member) and COR 5 (call center agents - can be service observed, can NOT be a service observer). COR 7 monitors all phone extensions (can service observe all CORs, and cannot be service observed by anyone).

does that makes sense? Thats how i have it setup anyway. The remote access user must be able to observe call center agents and supervisors, but also be excluded from service observing...(man - is this guy getting a sweet deal or what?) sheesh! He can listen to anybody but IS dept. and HR, but nobody can check HIS progress. pbxman
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[pbxman]

anyone? this is weird..it was just working last week!?!?
Im the only one with access to the switch programming, and i havent changed a thing. I tried a new DID number, new barrier code, leaving the calls field blank, entering 1, 50, COR, COS, i keep getting the invalid destination announcement after entering the barrier code.

anyone? pbxman
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[BIS]

Maybe a silly question, but on the remote-access screen, what expiration date did you set?

 

[pbxman]

It's set for 5/28/03 - thats over a year from now.
This isn't something we have to pay for (through Avaya) to use is it? Im not crazy..this was working friday right after janney's tip. After entering the barrier code - i dont get dialtone again to enter the service observe FAC..i just get the invalid destination announcement (announcement #4030).

Is there somewhere i can trace this announcement's involvement to so I can try to figure out why i might be receiving it right after the barrier code?

Here's what i've found so far:

Any DID number I assign to remote access receives a COR of 96 in "li ext xxx3" - but "disp cor 96" says entry out of range. Is this normal? Do I have to assign a dummy-set-type to this DID instead of just entering an unused DID in the "ch remote" screen? pbxman
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[BIS]

Hmm. is your barrier code listed as an extension in the dial plan?

 

[pbxman]

Ahhh....i think we're getting somewhere here. Ok - I "temporarily" set the barrier code to none, and it works. So now i know (thanks BIS) that it's a problem with the barrier code.

I checked the dialplan, and there is nothing for the length of barrier-code im using. It's a 6-digit number starting with the number 6. The entire line across the screen on "ch dialplan" is blank.

So - what "is" a barrier code? Do i need to specify a certain field in my dialplan to tell it that a barrier code is a certain type? Is it supposed to be set to pextension, dac, fac?, etc.? pbxman
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[BIS]

Just set it to extension and test.

 

[pbxman]

shoot - that doesn't work. I've been playin with different numbers and digit-lengths, and still no worky-worky.

I tried "extension" with a 4-digit length using a known unassigned number, as well as with a known assigned 4 digit number, and no good.

I must be missing something very simple, but i just cant seem to pinpoint it. pbxman
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[janney]

Wow, look what I've gotten you into pbxman. Sounds like you're havin' a good ol' time! You shouldn't have to change your dial plan at all. The barrier code is merely an arbitrary number that you choose as a passcode. I'm just curious; you mentioned above that you have it set to disable upon Security Violation. Has this occurred? Also, as silly as this sounds, are you perhaps pressing # as enter after the barrier code as a force of habit?

Question - Is Announcement x4030 your DID Intercept?

 

[pbxman]

heh - yeah - it's a big 'ole mess. Thats okay though - the solution must be close.

Well - I dont have any security violations since i set it up, and have since set that field to NOT disable. It still tells me remote access is administered when i logoff, and it DOES work without barrier codes. When i set barrier code to none, i can access everything just fine. Talk about total lack of security though! Just dial a DID, and you got access right away.

And no - im not entering # after the squelch tone or at all. Im following straight-on your procedures from (way up) above

4030 is our 4-digit DID intercept announcement. pbxman
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[janney]

What options do you get when selecting Help on the
"Barrier Code Length" field? Try creating a new one at maximum length.

 

[pbxman]

The options i get are "enter number 4-7, or blank"

No matter what length i choose, i get the 4030 tone, unless i set the length field to blank, and the barrier code to "none". pbxman
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