Unified Communications

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  • 1.  Service Observing in SIP environment

    Posted 01-04-2021 09:23 AM
    Happy 2021! 

    Question, has anyone setup  service observe for SIP  J179 users, and is it working when they are Remote workers (using IX workplace)  ?  

    >mike

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    Michael Goodwin
    Sr Comm Engineer
    Toll Brothers, Inc.
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  • 2.  RE: Service Observing in SIP environment

    Posted 01-04-2021 09:36 AM
    We are doing it.  It requires Aura 8.1.x at the least for it to work properly.

    We have 9611's J179's and IX Workplace users.  Workplace is not able to service observe, but Agent Desktop (on SIP) is working great.

    -Nick

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    Nick Kwiatkowski
    Director of Design and Engineering
    Michigan State University
    East Lansing MI
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  • 3.  RE: Service Observing in SIP environment

    Posted 01-04-2021 09:45 AM
    Hey Nick  -  

    So do you  have the J179 set with the CC  firmware? My users aren't setup  in a call center environment (no hunt groups) ,  they were previously just set up to  be servObs using FAC  codes.    

    Will that make a difference?

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    Michael Goodwin
    Sr Comm Engineer
    Toll Brothers, Inc.
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  • 4.  RE: Service Observing in SIP environment

    Posted 01-04-2021 10:06 AM
    It's actually the same firmware, but the service observe option won't become available until the phone logs into a skill.  The fun thing is, the feature remains on the phone until a reboot or reload even if they logoff.  I think Sam from UW has a lot more experience with that piece.  

    The Service Observe FAC codes won't work on the J-series phones (or any SIP phone, from my testing).  Neither will the FACs for agent login/logout, etc.  They need to be activated via PPM/SIP messaging.

    -Nick

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    Nick Kwiatkowski
    Director of Design and Engineering
    Michigan State University
    East Lansing MI
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