Wygant, Siebel, and Service Observe

[Jim]

We have Wygant as our agent recording system and when the agents are being recorded they know since in the Siebel toolbar they see a gConference with XXXX XXXXh. If I manually do a service observe from a teleset (Avaya G3) the toolbar will just display gInbound from XXXXh. I have the most recent version of the Gplus for Siebel and still can not get rid of the gConference with ch message. Any ideas?

[SuperGlide]

Hmmm...Well the Avaya does actually do a conference call for both types. Oddly enough even when it is done at the Avaya handset level you should still get the conferenced event sent down the ASAI link.

Anyway...Check the Programmers manual and the feature set supported by the Avaya, as you should see that the 'reason code' attached to a service observe vs. that attached to a normal conference call is different. With any luck your application may be able to read this ann be programmed to treat it as a normal call. Just be really careful in this 'space' as the call state model can become really mixed up, so thourgh UAT testing is critical.

Cheers