ATT DEFINITY Communications System Generic 3 Instructions Manual

Service Observing
Issue  3   March 1996
3-1095
Service Observing User Interface
The following table shows the Service Observing condition indicators that the 
observer will receive.
The following tables show the fee d back that the observer can receive during 
activation or operation of Service Observing. In these tables:
nWait State refers to the state where the o bserver is in the Service 
O bserving mode but there is not a call to observe or the call cannot be 
observed. Under this state a call ap p...

Feature Descriptions
3-1096Issue  3   March 1996 
tone— a rapid series of five short beeps (50 msec on/off) of 440 hz. This 
tone is not given to the observer if the agent receiving the call (who is 
ineligible for observing) hears zip tone.
1. Extension COR c annot b e o bserved or COR for observer calling permission does not
allow observing the COR of extension to be observed.
Table 3-77. Feedback When Activation Denied
Condition State Lamp Tone
No Such Extension denied broken flutter intercept...

Service Observing
Issue  3   March 1996
3-1097
Table 3-78. Feedback When Activation Allowed — At Time of 
Activation
Condition State Lamp Tone
Active-Eligible Call observing steady/ winking confirmation tone 
followed b y 
c onnection to call
No Active Call wait state flash c onfirmation tone 
followed b y silenc e
Call Not Eligiblewait state flash c onfirmation tone 
followed b y silenc e
Call Has No 
O b se rve  CORwait state flash c onfirmation tone 
followed b y silenc e
VDN Call Already 
Being...

Feature Descriptions
3-1098Issue  3   March 1996 
A ctive-Eligible Call 
(in listen/talk mode)SO  
listen/talkwinking hear/talk on call
Press Button While 
Observing in 
Listen-only ModeSO  
listen/talkwinking hear/talk on call
O bserver Presses 
Releasenot 
o bservingdarknone
Call Has No O bserve 
CORwait state flash silence
VDN Call Already Being 
Observedwait state flash silence
No Active Eligible Call wait state flash silence
Elig i ble VDN Call o bserving steady/ 
winkinghear call
Elig i ble VDN...

Service Observing
Issue  3   March 1996
3-1099
Security
The following sections describe the Service Observing security restrictions.
General Service Observing Security
The following COR restrictions guard against unauthorized observing.
nThe observer must have a COR with the “Can Be An Observer” field set to 
yes.
nThe extension to b e observed must have a COR with the “Can Be 
O bserved” field set to yes.
nThe observer must be assigned calling permissions to all CORs to be 
observed on the Calling...

Feature Descriptions
3-1100Issue  3   March 1996 
Remote Access Feature Access to Service
Observing
Service Observing is activated remotely by a Service Observing FAC that is 
entered after hearing the PBX  dial tone. Barrier Codes and Authorization Codes 
limit the use of Remote Access to authorized users. Seethe Remote Ac c ess (with 
Security Measures) feature for a dditional information a bout these codes and 
other Remote Ac c ess security measures. To increase security, use different 
Authorization...

Service Observing
Issue  3   March 1996
3-1101
Each observer will have only one Service Observe b utton.
If the a gent whose calls are to be observed has a COR that does not permit 
Service Observing, the observer cannot observe that a gent’s calls.
In vector initiated Service Observing, the COR assigned to the VDN used to 
access Service Observing, the COR assigned to the internal caller extension, 
and the COR assigned to the logical agent or extension to be o bserved are used 
to determine if Service...

Feature Descriptions
3-1102Issue  3   March 1996 
An attendant cannot be a service observer. However, an attendant can be 
observed.
While service o bserving the only b uttons that can be pressed are:
Interactions
The following features interact with the Service Observing feature:
nAgent Login/Logout
If a Logical Agent b eing observed logs out, service observing of that ID 
will be deactivated.
nASAI
A c all to a VDN being  service  observed will continue to be monitored after 
adjunct routing. A call...

Service Observing
Issue  3   March 1996
3-1103
nBrid ged Appearances
Service Observing is set up to observe all calls to an extension, not all 
calls to the particular station. If the observer is observing agent extension 
3082, the observer will only be bridged onto calls to extension 3082. If the 
agent with extension 3082 also has a bridged ap pearance for extension 
3282, the calls to extension 3282 will not be observed. The fact that 
extensions 3082 and 3282 have a call appearance on the same...

Feature Descriptions
3-1104Issue  3   March 1996 
A call in a conference can be monitored up to the limit of a 6-party 
conference. If an agent conferences a call while being o bserved and the 
number of parties in the call is less than six, the observer is put into the 
waiting mode.  The observer is bridged onto any call the agent becomes 
active on before the conference is complete. When the conference is 
complete, the o bserver is again brid ged onto that call.
If an agent  conferences a call while...