Programming COR for Service Observing

[crodie]

We are using a CM 7. I want to setup a separate COR for each department so that the supervisor can only observe their respective ACD agents and not ACD agents from other departments. Any suggestions would be greatly appreciated.

[hurdk]

Assign a COR where service observance is set as can be for the users to observe and then a COR where it is set as can be the observer for whoever will be observing.

CLASS OF RESTRICTION

COR Number: 1
COR Description: Example

FRL: 0 APLT? y
Can Be Service Observed? n Calling Party Restriction: none
Can Be A Service Observer? n Called Party Restriction: none
Time of Day Chart: 1 Forced Entry of Account Codes? n
Priority Queuing? n Direct Agent Calling? n
Restriction Override: none Facility Access Trunk Test? n
Restricted Call List? n Can Change Coverage? n

Access to MCT? y Fully Restricted Service? n
Group II Category For MFC: 7 Hear VDN of Origin Annc.? n
Send ANI for MFE? n
MF ANI Prefix: Automatic Charge Display? n
Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n
Can Be Picked Up By Directed Call Pickup? n
Can Use Directed Call Pickup? n
Group Controlled Restriction: inactive


Using the settings of yes or no you can assign users to these COR's to allow it.

[hunte99]

Assign a COR where service observance is set as can be for the users to observe and then a COR where it is set as can be the observer for whoever will be observing.

CLASS OF RESTRICTION

COR Number: 1
COR Description: Example

FRL: 0 APLT? y
Can Be Service Observed? n Calling Party Restriction: none
Can Be A Service Observer? n Called Party Restriction: none
Time of Day Chart: 1 Forced Entry of Account Codes? n
Priority Queuing? n Direct Agent Calling? n
Restriction Override: none Facility Access Trunk Test? n
Restricted Call List? n Can Change Coverage? n

Access to MCT? y Fully Restricted Service? n
Group II Category For MFC: 7 Hear VDN of Origin Annc.? n
Send ANI for MFE? n
MF ANI Prefix: Automatic Charge Display? n
Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n
Can Be Picked Up By Directed Call Pickup? n
Can Use Directed Call Pickup? n
Group Controlled Restriction: inactive


Using the settings of yes or no you can assign users to these COR's to allow it.

I'd like to add that while this answer is correct in terms of how to set a particular COR to be observed or observable, it doesn't solve the problem that the OP specified - which is restricting either which COR or which extensions should be observable.

I'm afraid that there is no mechanism within any CM version which supports this requirement. Some call recording products and quality monitoring products will allow you to listen live to calls and they tend to have much more robust permission structures. If you have either of those, I'd encourage you to check into those.