Service observe

[hortonhearsawho]

Hi,

once you enter in the fac for service observe and you would like to do agent monitoring is there any way to lock down which agents can be monitored by that person doing the monitoring? All our agents have their cors set to be able to be service observed but is there a way to lock down who can be service observed by that person doing the observing.

Second question is there a way to tell who is doing service observe on the pbx? Thanks.

 

[teej0820]

You lock down who SOs who by the COR itself. The Observer COR is set to which CORs it can SO on the last few pages. You may need multiple levels of CORs to accomplish a "Team Lead/Agent" specific relationship, though.

I do not know that there is a way to tell on the second question. I would be interested in knowing as well.

 

[SF0751]

*IF* you issue a status station xxxx command while the SO is happening, you will see two entries in the "Connected Ports" field. Use the display port xxxxxxx command to find out the device information for the connected port. One of the entries will be your service observer.

Susan
You can have it all. You just can't have it all at once.

 

[hortonhearsawho]

Thank you.

 

[hortonhearsawho]

hoosh - for the service observer cor is the cor that we care about the station cor? the way it works is that you enter the fac and then the agent id. The agent id has a cor but where is the other cor for the person doing the service observe. since it's a fac it has no cor settings. Know what i mean?

 

[SF0751]

Service Observer = Station COR.

So only specific stations will be able to observer specific agents.

Susan
You can have it all. You just can't have it all at once.

 

[teej0820]

Just to clarify, when an agent is logged in, their COR overrides the station COR, so you will need to change CORs on all affected Agent IDs. if the Observer is using an Agent Login ID as well, they would need to be changed to the correct COR. If they don't log in, then you would change the station.