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 earance is not reserved. An idle call 
appearance must b e available for the user to go to the observing state 
when a new eligible call arrives.
nIneligible Tone is a  tone given to the observer when the call being 
observed becomes ineligible. A call b e comes ineligible when it 
encounters an ineligible condition as described in Considerations later in 
this feature description. The ineligible tone is the hold confirmation 
Table 3-76. General Indications to Observer
Condition Button Lamp Tone
Not Active Dark None
Denied Activation Broken FlutterIntercept/Busy/Reorder
Activated Steady/WinkingConfirmation tone followed by 
silence or connection to call.
O bserving (listen only) SteadyHear call
O bserving (listen/talk) Winking Hear/talk on call
In wait state FlashNone
Denied observing of 
callFlash (wait state) Silence/Ineligible Tone 
followed by silence. 
						

							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
Extension Not Observable d enied broken flutter intercept
Not Allowed COR
1d enied broken flutter intercept
Extension Has Data Restriction d enied broken flutter intercept
Extension Has Exclusion Active d enied broken flutter b usy
Extension Has Data Privac y Active on Call denied broken flutter b usy
Extension Already Observed denied broken flutter b usy
Extension is an Observer d enied broken flutter b usy
Extension Being Busy Verified denied broken flutterreorder
Extension Has a 6-Party Conference d enied broken flutterreorder
COR Doesn’t Allow SO Activation denied broken flutter intercept
O bserve VDN Not Optioned denied broken flutter intercept
Logical ID Not Logged In d enied broken flutter b usy
Activation to Logical with Physical 
Observedd enied broken flutter b usy
Activation to Physical with Logical ID 
Observedd enied broken flutter b usy
Maximum VDNs Being Observed d enied broken flutterreorder 
						

							Service Observing
Issue  3   March 1996
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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 Observedwait state flash silence
Table 3-79. Feedback When Activation Allowed — After 
Observe Activated
Condition State Lamp Tone
No Active/Eligible Call wait state flash silence
Call in 6-Party 
Conferencewait state flash silence
Call Already Being 
Observedwait state flash silence
Call Is Being Busy 
Verifiedwait state flash silence
Call Has Data Privacy 
Activewait state flash silence
Call Has Data 
Restrictionwait state flash silence
Call Has Exclusion 
Activewait state flash silence
Active-Eligible Call 
(in listen-only mode)SO listen steady hear call
Continued on next page 
						

							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 Call (in 
vector processing)SO listen steady hear call
Elig i ble VDN Call (out of 
vector processing in 
listen-onlySO listen steady hear call
Elig i ble VDN Call (out of 
vector processing in 
listen/talk)SO  
listen/talkwinking hear/talk on call
Press Button While 
O bserving in Vector 
ProcessingSO listen steady no change to mode
Press Button While Not 
in Vector and in 
listen-onlySO  
listen/talkwinking hear/talk on call
Call Being Observed 
Becomes Inelig i blewait state flash inelig i ble tone 
followed by silence
A ctive Call Disconnectswait state flash silence
Logical Agent Logs Out denied broken flutterbusy
O bserver (without 
button) Hangs Updeactivates
 observingn/a n/a Table 3-79. Feedback When Activation Allowed — After 
Observe Activated — Continued  
Condition State Lamp Tone
Continued on next page 
						

							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 Permissions COR Table.
In a ddition:
nA logical agent must be logged in to be observed.
nAn optional warning tone informs the person being observed and the 
caller that Service Observing is in effect.
Vector Initiated Service Observing Security
The following COR restrictions guard against unauthorized VDN  call  observing.
nThe VDN extension COR must have an observable COR (“Can Be 
O bserved” field set to yes).
nThe VDN extension must be in the Calling Permissions COR Table of the 
observer.
nEach observer is restricted to observing only those VDN CORs in the 
Calling Permissions COR table assigned to the observer.
nThe VDN d estination must have an observable COR.
In a ddition:
nWhen the VDN call is connected to its destination, an optional warning 
tone informs the d estination user and the caller that Service Observing is 
in effect.
Remote/FAC Observing
In a ddition to the general Service O bserving restrictions:
nSeparate FACs are required for listen-only and listen-talk observing. 
						

							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 Codes for different Service Observing permissions.
In a ddition:
nUse Call Promp ting to create additional access security.
nUse Facility Restriction Levels (FRLs) and other restrictions such as the 
Authorization Code COR to restrict Remote Access service observer 
access to other destinations (for example, stations or trunks).
COR “can be observer” and Calling Permissions can be assigned to the VDN, 
Barrier Code and Authorization Code. The last COR encountered is used to 
determine observer permissions.
VDN Call Observing Security
The following restrictions can be used with vector initiated Service Observing 
(G3V4 and  later releases) to guard against unauthorized use.
nCall promp ting commands can be used in Service Observing vectors to 
provide passcode protection, and to limit access to observing specific 
destinations or verified caller entered digits.
nTime of Day/Day of Week checks can be incorporated in Service 
O bserving  vectors.
nA vector can be created to be used exclusively for Service Observing.
nFor a VDN to be observed as the result of a route-to command, the VDN 
must have a COR that allows it to b e observed.
nThe calling permissions of the COR assigned to the Service Observing 
VDN in conjunction with the “can b e observed” settings of the COR 
assigned to the destination determine what agents, stations, or VDNS can 
be observed.
Considerations
With Service  Observing, a supervisor can monitor an agent while the agent is 
active on an ACD call. This allows the supervisor to ensure that calls are being 
handled properly. The supervisor can also assist the agent with the call if 
necessary.
Although an agent can be a memb er of more than one split or skill, an agent can 
only be observed by one supervisor at a time. 
						

							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 Observing will be allowed. If Service Observing is denied 
by the called agent/extension COR, Service Observing is denied regardless of 
the VDN or caller COR. If Service Observing is denied by the caller extension 
COR, Service Observing is denied regardless of the VDN or called party COR. 
When the access call routes through multiple VDNs, the COR of the last VDN is 
used for calling/observing permissions regardless of VDN Override settings.
A maximum of fifty observers can be observing VDNs simultaneously. There is no 
limit to the numb er of observers observing the same VDN so long as the total 
number of observers actively observing VDNs  does not exceed fifty.
A call to an observed VDN or agent/extension is ineligible to be service observed 
when:
nIt is already being service observed
nIt is conferenced with a station/call that is already being service observed
nIt is being  busy verified
nIt has Data Privacy active (i.e., the call was placed with Data Privacy)
nIt has Data Restriction (conferenced with an extension with Data 
Restriction or a VDN call that reaches an extension with Data Restriction)
nIt has Exc lusion active (conferenced with an extension with Exc lusion 
active or a VDN call that reaches an extension with Exclusion active)
nIt is in a conference or is connected to a station that is in a conference and 
the addition of the o bserver will result in more than six parties (including 
caller, extension/agent and observer)
nIt is being observed and is added to a conference where the observer 
remaining bridged on the call will result in more than six parties (including 
caller, extension/agent and observer)
nIt is a VDN o bserved call that reaches an extension or VDN with the can 
not be observed COR restriction (The COR of the hunt group, sp lit or skill 
used to d istribute the call to the station/agent will not b e checked. Also the 
COR of stations/a gents conferenced with the call will not be chec ked.)
If two agents with different supervisors are being service observed, and one 
agent calls the other, the originator’s su pervisor observes the call, and the other 
supervisor is in the waiting mo de. 
						

							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 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 follows a call d uring an assist operation. The o bserver 
monitors the caller while on hold and monitors the agent-supervisor 
conference after the agent conferences the assist call with the VDN call.
nAttendant Access
The PBX attendant cannot activate Service Observing by way of the 
Service Observing FACS. This is because an attendant cannot be a 
service observer.
nBCMS
When observing a physical agent (non-EAS), the Re port By Login ID 
shows the physical extension with the login ID. BCMS does not report on 
Service Observing. The BCMS reports show the normal measured call 
and/or agent activity relate d to the Service Observing calls. Neither the 
activating call or observed call activity is identified as activity for Service 
Observing. Call Ap pearance Brid ged Appearance
Position Busy Auxiliary Work
Auto-ckt Assure Queue Status (NQC, OQT, AQC, and AQT)
Release (ACD) (This will 
end Service Observing)System Night Service
Service Observing Hold (ignored) 
						

							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 station 
does not mean that the observer will b e able to observe both extensions at 
the same time.
nBusy Verification of Terminals and Trunks
An observer cannot service observe an agent’s call that is being bridged 
onto by busy verification. Also, an agent’s call that is being bridged onto 
by Service Observing c annot be b usy verified.
nCall Coverage
An observer cannot service observe a call that has been answered by a 
covering user until the called agent bridges onto the call.
A c all to an observed VDN will continue to be monitored if the call is routed 
to a destination that forwards the call.
nCall Forwarding
A c all to an observed VDN will continue to be monitored if the call is routed 
to a destination that forwards the call.
nCall Park
A split supervisor cannot park a call while service observing the call. The 
VDN observer monitoring connection will g o with the call.
nCall Pickup
An observer cannot service observe a call that has been answered by a 
member of a pickup group until the called agent b rid ges onto the call. The 
VDN observer monitoring connection will g o with the call.
nCall Waiting
A call cannot wait on a single-line voice terminal that is being service 
observed.
nCall Work Codes/Integrated Directory
The observer will not hear the d ialing with these features because the 
d i gits are passed to the switch in S-Channel messages.
nCMS 
The system sends an indication to CMS when an observer is bridged on to 
a VDN call.
nConference
The observer cannot use this feature when Service Observing is activated. 
						

							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 b eing observed  and the number of 
parties in the call is six, including the observer, the conference is denied. 
A call to an observed VDN cannot be monitored if bridging on the 
observer along with the caller and other parties to the c all a dds up to more 
than six parties.
If a conference is being service observed as a result of observing an 
agent who enters the conference, when the agent hangs up the 
conference will no longer be observed. If a conference is being observed 
as a result of observing  a VDN  call, Service  Observing  continues until the 
call is transferred to an unobservable destination.
All memb ers of a conference are o bserved during the conference 
regardless of whether they would normally be eligible for Service 
Observing.
If a VDN call that is being observed is conferenced with a call or station 
that is already being observed, the VDN call becomes ineligible for 
observing. The o bserver receives ineligible tone and is then put in the wait 
state or begins observing another call.
nConverse Command
Converse s plit extension p orts can be observed as physical extensions. A 
call to an observed VDN continues to be monitored if the call is answered 
by a VRU through the converse command.
nData Restriction/Data Privac y
A Data Restricted call or a call placed with Data Privacy to an observed 
VDN will not be monitored. If an observed VDN call is routed to a 
destination with Data Restriction, the call b e comes ineligible and is no 
longer observed.
nDialed Number Identification Service
Observing by VDN p rovides monitoring b y DNIS since the VDNs represent 
the DNIS of the service dialed.
nDirect Agent Calling
A direct agent call (placed by an adjunct over ASAI, a voice terminal, or a 
route-to command) to a Logical Agent ID is monitored by observing the 
Logical Agent.
nDCS
A DCS station extension (on another node) is not a valid Service 
O bserving extension. However, a user can observe stations on another 
node by remote observing that node. A DCS station can only service