Does anyone know how I can service observe a skill group such as 255. I've always thought that you can only observe an actual agent login id. With that being said, I wonder if I could obeserve the "Lead Ext." that is associated with skill 255. Does anyone know?
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Service Observing a hunt group!
- Thread starter jbellizia
- Start date
- Thread starter
- #3
avgindyguy
Programmer
- Jan 31, 2003
- 75
Check the COR of the both the VDN and also your station. Sounds like that is the problem. You should be able to observe the skill that way. We use that feature to listen to the IVR apps we have when there appears to be a problem.
ewaaijenberg
Technical User
You should look here display system-parameters customer-options and see if service observing(VDNs) is set to Y. It stands at the call center optional features.
kristiandg
Programmer
How exactly does that work. I use S.O. on a VDN and I get Dead Air. But some questions arise if there are 20 calls in the vector, how does S.O. work then?
Kris
Kris
- Status