Service Observe Feature

The Service Observing feature can be used to monitor an agent's performance for extended periods of time. If you are observing a particular agent or agent station, you are connected immediately to that agent's call or the call at that station, and you can hear both the agent and the caller.

Need a list of extensions or agent ID numbers to be observed. (no limit)
Need to program on supervisor’s phone a service observe button

To activate service observing:

  1. Press an idle call appearance button.
    {dial tone}
  2. Press Service Observe Button
    {dial tone}
    * If you have Service Observe, the light next to it goes on steadily.

    Note: If you press Service Observe without first selecting an idle call appearance button,
    one is automatically selected for you.
  3. Dial the extension of the agent, station to be observed.

    * If the agent is not active on a call, your Service Observe light flashes slowly, you
    are placed in a waiting state, and you are bridged on when the agent becomes
    active on a call.

    * If you are using a Service Observe button, you are now able to hear both the
    caller and the agent, but are unable to talk to them.
  4. When you are ready to listen and speak, press Service Observe again. Note that the agent
    must be connected to the call before you can speak.

    * The Service Observe feature icon, if you are using a button, indicates the status.

    * You can hear the agent and caller and join in the conversation.
  5. To return to a listen-only connection, press Service Observe again.

    * The Service Observe feature icon, if you are using a button, goes on steadily.

    * You can hear the agent and caller, but cannot talk to them.
  6. When you are through observing, hang up or press Release.


PLEASE READ: For both recording and observation, you can only listen to the recordings and observe the calls for members of your department that have granted you specific permission and are aware they are being listened to. You cannot listen to a recording of or observe a call involving your employee unless you have that employee’s permission and only for purpose of assigned job functions (i.e. quality assurance, training, IT support). Listening to/sharing a recording or observing anyone without their permission or for purposes outside of assigned job functions could be a violation of the Acceptable Use of Information Systems at OUHSC ( and potentially a violation of Federal and/or Oklahoma law.

Okla. Stat. tit. 13, § 176.4: Anyone who is a party to a wire, oral or electronic communication or who has obtained consent from a party can lawfully record or disclose the contents of that communication, so long as he does not do so in furtherance of a criminal act.
Under the statute, consent is not required for the taping of a non-electronic communication uttered by a person who does not have a reasonable expectation of privacy in that communication. See definition of "oral communication," Okla Stat. tit. 13, § 176.2.
Unlawful recording or disclosure is a felony punishable by a fine of not less than $5,000 and jail time not to exceed five years. Okla. Stat. tit. 13, § 176.3.
Oklahoma law also makes it a misdemeanor to secretly loiter about a building with intent to hear discourse therein and repeat or publish it. Okla. Stat. tit. 21, § 1202.


Article ID: 2223
Wed 5/5/21 8:34 AM