Service Observing

[FicBen]

I have one station that I cannot service observe. She has the exact same station programming (including COR) and agent programming as 8 others. I can monitor the other 8 but cannot monitor her extension. I get the "french horn" when dialing the FAC and her extension. I have busy/released her phone in hopes that it would bump anyone else off if they are too monitoring her calls.

Any suggestions as to what I need to check?

We are S8700 CM 3.1 using 4620's...

Thanks!

 

[jordy5535]

Doesn't the extension have to be in hunt group to be observed ?

 

[FicBen]

We use EAS and both the station and agent forms have the proper COR. I'm stumped because it works for the other 8 but not this one and both the station and agent forms are identical.

Is there some super-duper code she's using that I'm not aware of? If so, she should have my job, lol!

 

[bamna50]

stations do not need to belong to a hunt group to be able to be service observed.
the COS needs to be correct and data restriction is N.

 

[nohuhu]

FicBen,

list trace your extension and see what happens when you try to observe this magic extension. i'll bet money that's something simple.

 

[charnny]

Have you checked the cor of the phone your trying to observe from ? it might not be able to service observe if so change COR. Also no more than 2 phones can observe the same extension ( I think ) so check noone else it observing at same time as you.

 

[nocster]

how is the person logging in?....are they using an agent login id to log in and is the station that you are trying to service observe assuming the number of the login id?...

 

[FicBen]

I'm pretty sure I have the COR and COS correct. I can service observe everyone with COR 27 and COS 1 except this one gal. I did a busy/release in hopes of knocking anyone off observing her.

I did perform a trace and received the error "denial event 1680: Svc obsrvg svc obsrvd D1=0x8b4c D2=0x163".

 

[nocster]

denial event 1680 means the following
"validation of service observed ext.
non-VDN "observee" is already being
observed, or is an observer

 

[FicBen]

If I busy/release the station, should this not cancel any service observing?

 

[nocster]

I would think so, what does it show when you status the station?

 

[FicBen]

Right now, it shows that she is on an ACD call.... just like everyone else.... no SAC activated.... anything else I should be looking for?

 

[FicBen]

Nevermind.... she *IS* being service observed by someone else. I just saw it now when she took another call. It was one of those timing issues.

Thanks everyone! Just think it's wierd that a busy/release of the station didn't remove the service observe.