Contact Centers, CRM Customer Engagement

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  • 1.  SIP Service Observe Button

    Posted 12 days ago

    Hello All,

    We are having an issue with the Service Observe button showing up on the Workplace App.  The button is working on the phone but not on Workplace.  Is anyone else having this issue?



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    Timika Franklin
    Customer Service Manager
    State of MS - Dept of Information Technology Services
    Jackson MS
    ------------------------------


  • 2.  RE: SIP Service Observe Button

    Posted 6 days ago
      |   view attached

    HI Timika,

    Is your workplace app configured to use with Agent features?  I have the sip-sobsrv button added to the Feature Buttons tab of my extension and it does show up in Workplace when configured for use as an Agent.



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    Danny Wright
    Senior Voice Engineer
    VCU Technology Services
    Richmond VA
    ------------------------------



  • 3.  RE: SIP Service Observe Button

    Posted 6 days ago

    Hello Danny,

    The Workplace app is configured for agents and the button is programmed under the feature buttons.  We will take a look at the document that you attached so thank you.

    Thanks,

    Timika



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    Timika Franklin
    Customer Service Manager
    State of MS - Dept of Information Technology Services
    Jackson MS
    ------------------------------



  • 4.  RE: SIP Service Observe Button

    Posted 5 days ago

    Danny is it possible to get a copy of your configuration file, would like to review it against what we are using to make sure I'm not missing out on anything.  Thank you



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    MARK EDWARDS
    Contact Center Solutions
    CBTS
    Cincinnati OH
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  • 5.  RE: SIP Service Observe Button

    Posted 6 days ago
      |   view attached

    Here is the latest guide for Planning and Administering Avaya Workplace client for all platforms dated January 2024.  It's a long read, but provides some good details on how to get your Workplace users setup for use with Agent features like the service observe function.



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    Danny Wright
    Senior Voice Engineer
    VCU Technology Services
    Richmond VA
    ------------------------------



  • 6.  RE: SIP Service Observe Button

    Posted 6 days ago

    Thank you!



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    Timika Franklin
    Customer Service Manager
    State of MS - Dept of Information Technology Services
    Jackson MS
    ------------------------------



  • 7.  RE: SIP Service Observe Button

    Posted 4 days ago

    Danny, thank you.

    This support document helped us solve the issue with the SIP Service Observe.



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    Lance Layton
    Voice Engineer
    MS Dept of Information Technology Services
    Jackson MS
    ------------------------------