Service observer

[Eliav]

Hi
We are using the service observer option in our Call Center.
The problem is :
3 month ago we started to use the Genesys softphone application and when the supervisor was tring to observe a call the softphone recognize it as a conference call.
The problem is when we simulate the situation here (in our dev switch that don't have EAS feature) it works fine but in our production environment the problem occurs.
The deference is in the event that the Genesys T server receives when the Observation function is selected - In the Dev environment we receive "Call state bridge" where in our production we receive "call state conference" - does anyone know where is the problem - in our switch or in the Genesys configuration.
We are using Defenety G3 V9 and Genesys 7 version.
Thanks for any idea
Eliav

 

[dufus2506]

Do a 'change system-parameters features' command on each PBX.

Check to see if the line concerning service observing warning tones is the same on both switches. (I think it's on page 8 or 9.)

Here is how mine is set:

SERVICE OBSERVING
Service Observing: Warning Tone? n or Conference Tone? n






Carpe dialem! (Seize the line!)

 

[RGarcia87]

We had the same problem but I forgot what Genesys did to fix it. It was a bug in their system. Is it creating a reporting issue? I believe they did something in their "Stat Server" options to fix it.

 

[dufus2506]

Another thing you may check is to see if the people using the Service Observe feature are observing the station or the agent login ID. (In an EAS setup you can do both, though not simultaneously to the same station.)

I would think that you would want to service observe the agent login ID extension rather than the station extension, but that's just a guess.

Carpe dialem! (Seize the line!)

 

[Eliav]

Hi All
Thanks for all the data you gave me.
We found the problem.
It appears that if the person that performing the observation action must be register in the CME application (one of Genesys applications) after we added the observer DN to the CME everything was working fine.
dufus2506 for your question we are observing the person DN and not his LoginId.
Again thanks for all the info.
Eliav