DEFINITY ECS Release 8.2
Administrator’s Guide
555-233-506 Issue 1
April 2000
Features and technical reference
1483Service observing
20
Service observingDesignated users, normally supervisors, can listen to other users’ calls. This
capability is often used to train agents an d monitor service quality in call centers
and other environments where employees serve customers over the phone. On
DEFINITY, this is called “service observing” and the user observing calls is the
“observer.”
This section describes service observing in environments without Automatic Call
Distribution (ACD) or call vectoring. Refer to DEFINITY ECS Guide to ACD Call
Centers to use service observing in those environments.
Brief description
Observers can monitor calls to any of the following:
■an extension
■a vector directory number (VDN) (on systems with call vectoring)
■a logical agent ID (on systems with Expert Agent Selection)
Note that service observing allows you to observe calls to one particular
extension, not all calls to all extensions at a terminal.
Observers can monitor calls in one of two modes: “listen-only” or
“listen-and-talk.” The latter permits an obser ver to hear and speak with all parties
on a call. The person being monitored doesn’t know an observer is l iste ning to t he
call unless you administer DEFINITY ECS to provide a monitoring tone.
!WARNING:
Listening to someone else’s calls may be subject to federal, state, or
local laws, rules, or regulations. It may require the consent of one or
both of the parties on the call. Familiarize yourself with all appli cable
laws, rules, and regulations and comply with them when you use this
feature.
Observers can use remote access to monitor calls when they’ re of f-si te. In syst ems
with call vectoring, a vector can control access to service observing.