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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Original Message:
Sent: 01-04-2021 09:44 AM
From: Michael Goodwin
Subject: Service Observing in SIP environment
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.
Original Message:
Sent: 01-04-2021 09:35 AM
From: Nick Kwiatkowski
Subject: Service Observing in SIP environment
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
Original Message:
Sent: 01-04-2021 09:23 AM
From: Michael Goodwin
Subject: Service Observing in SIP environment
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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