Service observing agents Aura 6.0 1

[telecomuser]

Hello great TEK-TIPS people. Question with Service Observing, Is there a way that I can Service Observe without the Agents hearing the tones, just the callers?

Here are the settings:


SERVICE OBSERVING
Service Observing: Warning Tone? y or Conference Tone? n
Service Observing Allowed with Exclusion? n
Allow Two Observers in Same Call? n

 

[4merAvaya]

If you do 'display System Special-applications', there is one listed, (SA8569) - No Service Observing Tone Heard by Agent? n' that looks like it will do what you want. I don't know if there is a cost associated with activating this feature. You may want to check with your account team.

Kevin