Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
59 Service observing procedures 
Observing remotely or by Feature 
Access Code
There may be times when you want to observe from outside of the physical 
call center location. 
Remote observing is initiated through Remote Access or Call Vectoring. 
Observers can observe calls from a remote location or a local terminal using 
service observing Feature Access Codes (FACs). When observing remotely, 
observers must use FACs. Different FACs are required for listen-only and 
listen/talk modes. When observing locally or remotely by FAC, the observer 
cannot toggle between modes. Physical extensions, logical-agent ID 
extensions, and VDNs can be observed remotely.
With Remote Access, an observer accesses a switch via a trunk group 
dedicated to Remote Access or via a Direct Inward Dialed (DID) number to 
the Remote Access extension. Remote observing works with all types of 
DID trunks, including ISDN-PRI and tie trunks, and DCS over analog, T1, 
or PRI. 
With Call Vectoring, an observer accesses a switch by dialing a VDN 
extension or a central office (CO) trunk that has a VDN extension as its 
incoming destination. Using route-to commands, you can design a service 
observing vector to allow a VDN call to directly access a specific extension 
to be observed or a service observing dial tone. At the dial tone, observers 
can enter any extension that they are authorized to observe. 
Tip:
You can combine Call Prompting and Call Vectoring to provide 
security and to limit observation. For information about creating a 
service observing vector, see the DEFINITY
® Enterprise 
Communications Server Call Vectoring/EAS Guide (555-230-521). 
Deactivating service observing
Service observing is deactivated when the observer hangs up, selects another 
call appearance, or presses the disconnect or release button. 
						

							Service observing 
60 Service observing indicators 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing indicators
As an observer, you receive button lamp and/or tone indicators when you 
activate and use service observing. The following table shows the general 
service observing indicators that you will receive as an observer.
The DEFINITY
® Enterprise Communications Server Administrator’s Guide 
(555-203-502) provides additional details that describe indicators received 
when activation is:
nDenied.
nAllowed — at the time of activation.
nAllowed — after observe is activated. ConditionButton 
Lamp Tone
Denied 
activationBroken flutter Intercept/busy/reorder
Activated Steady/
winkingConfirmation tone followed by 
silence or connection to call
Observing 
(listen only)Steady Hear call
Observing 
(listen/talk)Winking Hear and talk on call
In wait state Flash None
Denied 
observingFlash (wait 
state)Silence or ineligible tone followed 
by silence 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
61 Things to consider when service observing 
Things to consider when 
service observing
Consider the following circumstances when you are using service observing.
Bridged observers
Although an agent can be a member of multiple splits/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.
Ineligibility
On some occasions, a call to an agent extension or VDN is ineligible for 
observing. Some examples of when this might occur are when the call:
nIs already being observed.
nHas some type of Data Restriction activated.
nIs in a conference with six parties.
nIs a VDN-observed call that reaches an unobservable extension or 
VDN.
Multiple observers
Multiple observers can observe a single VDN simultaneously, but each 
observer will be observing a different call to the VDN. 
NOTE:
Up to 50 VDN calls can be observed concurrently.  
						

							Service observing 
62 Things to consider when service observing 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Trunk calls
If an agent being observed makes a 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.
Refer to the DEFINITY
® Enterprise Communications Server Guide to ACD 
Call Centers (555-233-503) for additional information on answer 
supervision.
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 six, the observer is placed in the wait state until the call is 
connected. When the call is connected, the observer can observe 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 six, the conference is denied.
A call to an observed VDN cannot be monitored if the observer, caller, and 
other parties bridged onto the call equals more than six 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.  
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
63 Things to consider when service observing 
Conference members are observed during a conference regardless of their 
COR setting. 
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 the 
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 the wait state.
NOTE:
The same rules apply when multiple observers monitor transferred 
calls.
Transferred calls
If an agent being observed transfers a call, the observer is placed in the wait 
state. Once the transfer is complete, the observer is bridged on and can 
continue monitoring the call until it is complete or the observer deactivates 
service observing.
A VDN observer continues to monitor the transferred call until it is 
transferred or routed to an unobservable destination, the observer 
deactivates service observing, or the call terminates. 
						

							Service observing 
64 Security precautions to consider with service observing 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Security precautions to 
consider with service
observing
Depending on the service observing method that you are using, there are 
precautions that you can take to ensure the security of your system.
General security
Use the following COR restrictions to prevent unauthorized observing:
nFor the observer, set Can Be A Service Observer on the COR form to 
y
. 
nFor the agent to be observed, set Can Be Service Observed 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 Can Be Service Observed 
on the COR form to y
.
nType a y
 next to the CORs of the VDNs to be observed in the 
observer’s Service Observing Permissions COR table. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
65 Security precautions to consider with service observing 
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 
that the extension has an observable COR.
!CAUTION:
In vector-initiated service observing, COR assignments are used to 
determine if service observing is allowed. These assignments include 
the COR assigned:
nto the VDN used to initiate service observing.
nto the internal caller extension.
nto the agent to be observed.
If the agent’s COR is not observable, observation fails regardless of 
the VDN or caller COR. When a call is routed through multiple 
VDNs, the COR of the last VDN is used for calling and observing 
permissions regardless of VDN Override settings. 
						

							Service observing 
66 Security precautions to consider with service observing 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
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.
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 security.
NOTE:
Additional Remote Access security measures and codes are described 
in the DEFINITY® Enterprise Communications Server 
Administrator’s Guide (555-203-502). 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing backups 
67  
Managing backups
This section explains the different types of CentreVu CMS backups available 
and provides recommendations on when to run each kind of backup. 
Procedures on how to run backups and references on where to check the 
backup status are also included. Suggestions for tape management are also 
offered to aid in quick and accurate recoveries. 
The topics included in this discussion are:
nWhy run a backup?
nTypes of backups
nBackup procedures
nChecking backup status
nTape management
nAutomating backups.
For more detailed information on completing backups of the CMS server, 
refer to the CentreVu
® Call Management System Release 3 Version 8 
Administration (585-210-910) and the CentreVu® Call Management System 
Release 3 Version 8 Software Installation and Setup (585-210-941) books. 
						

							Managing backups 
68 Why run a backup? 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Why run a backup?
Data is crucial to the successful operation of your call center. Therefore, 
backups are critical to the maintenance of your system. By regularly 
performing backups, you protect your CentreVu CMS data against the 
possibility of loss due to system failures, disk crashes, power outages, and so 
forth.
Tip:
Running backups while your system is running its daily data archive 
may cause performance problems. To maintain best performance, run 
backups either after archiving is completed or before archiving 
begins.
!CAUTION:
With CentreVu CMS R3V8 and newer releases, the cmsadm backup 
does not back up historical data. To ensure that you have all of the 
data needed to complete a restore, you must run both the cmsadm 
backup and the full maintenance backup on a regular basis.