Service Observe

Last Updated : Apr 17, 2026 |
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In the Avaya Aura® Call Center Elitecall center environment, a supervisor can use the Service Observe feature to perform the following actions:
  • Monitoring a phone call to observe the call quality.
  • Talking to the agent and the customer.
  • Coaching the agent during call observation.
In the Unified Communications Module environment, a supervisor can use the Service Observe feature to perform the following actions:
  • Monitoring a phone call to observe the call quality.
  • Talking to the agent and the customer.
Service Observe is available on Avaya J169, J179, and J189 IP Phones.
You can use Avaya Aura® System Manager to configure Service Observe. For more information about how to configure the feature, see the Avaya Aura® System Manager documentation.
Use the Computer Telephony Integration (CTI) client to activate or deactivate Service Observe on the phone remotely. For more information about how to use CTI, see the Avaya Aura® Application Enablement Services documentation.
If you use the Service Observe feature through CTI, you must set CC_INFO_TIMER to 0.
Related information
Feature and application configuration