Service Observing, the ability to listen to an in progress call, is inherently a part of the Avaya IP Office. Managers can silently listen to a call in progress, break into an active call and take over the call, and can set up a coaching session with a user that allows them to whisper to the user without the caller being able to hear them.
The Avaya IP Office Manager can be used by an administrator to force users to log in or out of a group, making them available to receive calls. A setting can also be used that will force logout a user if a call rings to their extension and they do not pick up the call, ensuring that the next call will be delivered more promptly to the next available agent.
