Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-137 Service Observing 
3
Service Observing Indicators
Table 3-40 shows general Service Observing indicators that observers receive.
Table 3-41 through Table 3-43 show the indicators that observers receive when they 
activate and use Service Observing. In these tables:
nWait state means that the observer has activated Service Observing but there are no 
calls or a call cannot be observed. A call appearance is not reserved. The observer 
must have an idle call appearance available to be used by Service Observing when 
an observable call comes in.
nIneligible tone is heard when an observed call becomes ineligible for observation. 
See ‘‘
Considerations’’ on page 3-142 for conditions that make a call ineligible. 
This tone is the “hold confirmation tone”— a rapid series of 5 short 440-Hz beeps. 
The observer does not hear this tone if the agent receiving the ineligible call hears 
zip tone.
Table 3-40. General Indications to Observer
Condition Button Lamp Tone
Not active Dark None
Denied activation Broken flutter Intercept/busy/reorder
Activated Steady/Winking Confirmation tone followed by 
silence or connection to call.
Observing (listen only) Steady Hear call
Observing (listen/talk) Winking Hear/talk on call
In wait state Flash None
Denied observing Flash (wait state) Silence/ineligible tone followed by 
silence 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-138 Service Observing 
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Table 3-41. Feedback When Activation Denied
Condition State Lamp Tone
No such extension denied broken flutter intercept
Extension not observable denied broken flutter intercept
Not allowed COR
1
1. Extension COR cannot be observed or COR for observer calling permission does not 
allow observing the COR of extension to be observed.
denied broken flutter intercept
Extension has Data Restriction denied broken flutter intercept
Extension has Exclusion Active denied broken flutter busy
Extension has Data Privacy Active on call denied broken flutter busy
Extension already observed denied broken flutter busy
Extension is an observer denied broken flutter busy
Extension being busy-verified denied broken flutter reorder
Extension has a 6-party conference denied broken flutter reorder
COR doesn’t allow SO activation denied broken flutter intercept
Observe VDN not optioned denied broken flutter intercept
Logical ID not logged In denied broken flutter busy
Activation to logical with physical observed denied broken flutter busy
Activation to physical with logical ID observed denied broken flutter busy
Maximum VDNs being observed denied broken flutter reorder 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-139 Service Observing 
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Table 3-42. Feedback When Activation Allowed — At Time of Activation
Condition State Lamp Tone
Active-eligible call observing steady/ 
winkingconfirmation tone followed by 
connection to call
No active call wait state flash confirmation tone followed by 
silence
Call ineligible wait state flash confirmation tone followed by 
silence
Call has “No Observe” 
CORwait state flash confirmation tone followed by 
silence
VDN call already being 
observedwait state flash silence
Table 3-43. Feedback When Activation Allowed — After Observe 
Activated
Condition State Lamp Tone
No active/eligible Call wait state flash silence
Call in 6-party conference wait state flash silence
Call already being observed wait state flash silence
Call is being busy-verified wait state flash silence
Call has Data Privacy active wait state flash silence
Call has Data Restriction wait state flash silence
Call has Exclusion Active wait state flash silence
Active-eligible call (in listen-only 
mode)SO listen steady hear call
Active-eligible call (in listen/talk 
mode)SO listen/talk winking hear/talk on call
Press button while observing in 
listen-only modeSO listen/talk winking hear/talk on call
Observer presses Release not observing dark none
Call has “No Observe” COR wait state flash silence
VDN call already being observed wait state flash silence
No active eligible call wait state flash silence
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-140 Service Observing 
3
While observing, the observer should press only the following buttons:
nCall Appearance
nService Observing
nPosition Busy
nAuto-ckt Assure
nRelease (ACD) (This will end Service Observing)
nBridged Appearance
nAuxiliary Work
nQueue Status (NQC, OQT, AQC, and AQT)
nSystem Night Service
nHold (ignored)
Eligible VDN call observing steady/ winking hear call
Eligible VDN call (in vector 
processing)SO listen steady hear call
Eligible VDN call (out of vector 
processing in listen-only)SO listen steady hear call
Eligible VDN call (out of vector 
processing in listen/ talk)SO listen/talk winking hear/talk on call
Press button while observing in vector 
processingSO listen steady no change to 
mode
Press button while not in vector and in 
listen-onlySO listen/talk winking hear/talk on call
Call being observed becomes 
ineligiblewait state flash ineligible tone 
followed by 
silence
Active call disconnects wait state flash silence
Logical agent logs out denied broken flutter busy, then silence
Observer (without button) hangs up deactivates 
observingn/a n/a
Table 3-43. Feedback When Activation Allowed — After Observe 
Activated — Continued
Condition State Lamp Tone
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-141 Service Observing 
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!SECURITY ALERT:
General Security
Use the following COR restrictions to prevent unauthorized observing.
nFor the observer, set the Can Be An Observer
 field on the COR form to y
.
nFor the agent to be observed, set the Can Be Observed
 field on the COR form 
to y
.
nFor the observer, grant permissions to all CORs to be observed on the Service 
Observing Permissions COR table.
VDN-Call Security
Use the following COR restrictions for VDN-call observing.
nFor the VDN extension to be observed, set the Can Be Observed
 field on the 
COR form to y
.
nFor the VDN destination, set the Can Be Observed
 field on the COR form to 
y
.
nEnter the VDN extensions to be observed in the observer’s Service Observing 
Permissions COR table. 
Vector-Initiated Security
Use the following guidelines for vector-initiated observing.
nUse Call prompting commands in Service Observing vectors to provide passcode 
protection and limit access to specific destinations or vector-verified, 
caller-entered digits.
nUse Time of Day/Day of Week checks in Service Observing vectors.
nCreate a vector used exclusively for Service Observing.
nIf you use route-to commands to observe a VDN extension, ensure the extension 
has an observable COR.
nIf the observer is observing locally, grant calling permission to the observer on the 
VDN’s COR.
In vector-initiated Service Observing, the COR assigned to the VDN used to initiate 
Service Observing, the COR assigned to the internal caller extension, and the COR 
assigned to agent to be observed are used to determine if Service Observing will be 
allowed. If the agent’s COR is not observable, observation fails regardless of the VDN or 
caller COR. When a call routes through multiple VDNs, the COR of the last VDN is used 
for calling/observing permissions regardless of VDN Override settings. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-142 Service Observing 
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If you have administered the optional warning tone, the caller and the observer hear the 
tone only when the system connects the call to the answering or routed-to destination after 
vector processing is finished. The periodic tone is heard during the call even if the call is 
transferred off-switch. Use a warning announcement at the beginning of vector processing 
to inform the caller of observation since the system cannot give a warning tone until the 
call is out of vector processing.
Remote-Access Security
Use the following guidelines for remote observing.
nUse Barrier Codes and Authorization Codes to limit the use of Remote Access to 
authorized users. Refer to DEFINITY ECS Administrator’s Guide for information 
about these codes and other Remote Access security measures.
nUse different Authorization Codes for different Service Observing permissions.
nUse Facility Restriction Levels (FRLs) and restrictions such as the Authorization 
Code COR to restrict Remote Access service observer access to other destinations 
(for example, stations or trunks).
nUse Call Prompting to create additional access security.
Assign the VDN, Barrier Code, and Authorization Code calling and Service Observing 
permissions and set Can Be Observer to yes on the associated COR form. The last COR 
encountered is used to determine observer permissions.
Considerations
Observability
Although an agent can be a member of multiple splits or skills, an agent can be observed 
by only one observer at a time. If two agents with different supervisors are observed and 
one agent calls the other, the originator’s supervisor observes the call, and the other 
supervisor is placed in the wait state. 
An attendant can be observed but cannot be an observer.
Ineligibility
A call to an agent extension or VDN is ineligible for observing when the call:
nIs already being observed
nIs being busy-verified
nHas Data Privacy active
nHas Data Restriction active, is conferenced with an extension that has Data 
Restriction active, or is a VDN call that reached an extension that has Data 
Restriction active 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-143 Service Observing 
3
nHas Privacy — Manual Exclusion active, is conferenced with an extension that has 
Privacy — Manual Exclusion active, or is a VDN call that reached an extension 
that has Privacy — Manual Exclusion active
nIs in a conference where adding the observer results in more than 6 parties (see 
‘‘
Conferenced Calls’’ on page 3-143 for more detail on conferences)
nIs a VDN-observed call that reaches an unobservable extension or VDN. (Note 
that the COR of the hunt group, split, or skill used to distribute the call to the 
station/agent is not checked. The CORs of stations/agents conferenced with the 
call are not checked.)
Trunk Calls
If an agent being observed makes an trunk-call, observation starts after the agent finishes 
dialing. For central office (CO) trunks, dialing is considered complete when answer 
supervision is returned or when answer supervision timeout occurs.
Multiple Observers
Multiple observers can observe a single VDN simultaneously, but only one observer is 
observing a given call to the VDN. There is no limit to the number of observers observing 
a single VDN as long as the total number of observers actively observing VDNs does not 
exceed 50.
Conferenced Calls
An observer cannot initiate a conference while observing.
If an observed agent conferences a call and the number of conferenced parties is less than 
6, the observer is placed in the wait state until the call is connected. Then the observer 
observes the conference. In addition, the observer is bridged onto any call on which the 
agent becomes active before the conference is complete. When the conference is 
complete, the observer is again bridged onto that call.
If an observed agent conferences a call and the number of conferenced parties (including 
the observer) is 6, the conference is denied.
A call to an observed VDN cannot be monitored if the observer, caller, and other parties 
bridged onto the call constitutes more than 6 parties.
If a conference is being observed because an observed agent entered the conference, when 
the agent hangs up, the conference is no longer observed. If a conference is being 
observed because an observed VDN call entered the conference, observing continues until 
the call is routed to an unobservable destination.
Conference members are observed during a conference regardless of their COR setting.  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-144 Service Observing 
3
If a VDN call being observed is conferenced to an agent call being observed, the VDN 
observer continues to observe and the agent observer goes into wait state. If two observers 
(of either VDN or agent calls) are conferenced to a call, the first observer conferenced-in 
continues to observe and the second observer goes into the wait state. VDN or agent call 
observers hear the ineligible tone before going into wait state.
The same rules apply when multiple observers monitor transferred calls.
Transferred Calls
Observers cannot initiate a transfer while observing.
If an agent being observed transfers a call, the observer is placed in wait state. The 
observer is bridged on after the transfer is complete.
A VDN observer continues to monitor the transferred call until it is transferred or routed 
to a unobservable destination.
Interactions
nASAI
A call to an observed VDN continues to be observed after it routes to an adjunct. A 
call can be routed to a Service Observing FAC by the adjunct routing command in 
the same way that it can be with the route-to command.
nAssist
A VDN observer continues to observe a call during an assist operation. The 
observer observes the caller on hold and the conference, when the agent 
conferences the assist call with the VDN call.
nBCMS
BCMS does not report on Service Observing. BCMS reports show normal 
measured-call and agent activity related to Service Observing calls. When a 
physical agent (non-EAS) is observed, the BCMS Report By Login ID shows the 
physical extension along with the login ID.
nBridged appearances
If an observer observes agent extension 3082, the observer is bridged onto calls 
only to 3082. If the agent with extension 3082 has a bridged appearance for 
extension 3282, calls to extension 3282 are not observed. Although extensions 
3082 and 3282 have a call appearance on the same terminal, the observer cannot 
observe both extensions at the same time.
nBusy-verification 
An observer cannot observe an agent call that is bridged onto by busy-verification. 
Also, an agent’s call that is being bridged onto by an observer cannot be 
busy-verified. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-145 Service Observing 
3
nCall Coverage/Call Pickup
An observer cannot observe a call answered by a covering agent or member of a 
pickup group until the called agent bridges onto the call. The observer continues 
observing a call to an observed VDN call if the call is routed to a destination that 
forwards the call (via Call Coverage, Call Forwarding, or Call Pickup).
nCall Park
An observer cannot park a call while observing the call. An observer observing a 
VDN continues observing after a call is parked.
nCall Waiting
A call cannot wait on a single-line phone that is being observed.
nCall Work Codes/Integrated Directory
The observer does not hear agent dialing with these features because the digits are 
passed to the switch in S-channel messages.
nCMS 
When an observer is bridged onto a VDN call, CMS is notified. 
nConverse command
Converse-split extension ports can be observed as physical extensions. A call to an 
observed VDN continues to be observed if the call is answered by a VRU through 
the converse command.
nDCS
To observe stations on another node (a DCS station extension), you must set up 
remote-access service observing. A DCS station can only observe another node 
using remote service observing. Service observing displays are not supported 
across DCS.
nDialed Number Identification Service 
Observing by VDN provides monitoring by DNIS since the VDNs represent the 
DNIS of the service dialed. 
nDirect Agent Calling
A Direct Agent call to a logical-agent ID is monitored by observing the Logical 
Agent not by monitoring the physical extension.
nHold
Observers cannot place calls on hold while observing. 
If an observed agent places a call on hold, the observer is put in wait state. A VDN 
observer continues to monitor the caller placed on hold.
nLeave Word Calling
Parties on an observed call cannot use LWC. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-146 Service Observing 
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nLook Ahead Interflow
If an observed VDN call routes to another location via Look Ahead Interflow, the 
call continues to be observed. The observer hears a warning tone, if administered 
at the sending switch, when the call arrives at the receiving switch. The observer 
continues to hear the periodic tone while observing the VDN call.
nMove Agent/Change Skills
Moves or changes of physical of logical agents being observed occur according to 
the move or change rules. Observing continues.
nMultiple Call Handling
While an agent extension or logical ID is observed, only the active call is 
monitored. If all calls are put on hold, the observer hears silence. 
nMusic-on-Delay/Music-on-Hold
If an observer is in listen/talk mode, neither caller nor observer hears 
music-on-hold. If an observer is in listen-only mode, the caller hears 
music-on-hold, but the observer does not. A VDN observer hears music provided 
to the caller.
nNight Service
A VDN observer continues to observe when a call routes to night service.
nRecorded Announcement
A VDN observer continues to monitor a call connected to an announcement. A 
Verify Announcement call placed by an observed physical or logical agent can also 
be observed.
nRedirection on No Answer 
A VDN observer continues observing a call after it is redirected or rings “in 
limbo”.
nTrunks without disconnect supervision 
Service observing cannot be activated over no-disconnect-supervision trunks. The 
caller hears denial indication.
nVDN in a Coverage Path
Observers can observe calls that route to a VDN that is being observed or VDN 
calls that route to another VDN.
nVDN Return Destination
You can create a prompting VDN with a return destination assigned so that, if you 
activate observing and it fails or the denial indication times out, the prompting 
VDN allows you to retry activation. This is true only if the denial and 
disconnection occur after the call leaves vector processing.
If a vector step fails, the system proceeds to the next vector step. Disconnect or 
busy commands cause calls to be dropped and do not trigger return destination.