Team,
I am facing following issue with Service Observe feature

Scenario
1. From OneX Agent, Service Observe an agent (*16<agentid>), listen to the agent conversation and drop the Service Observe call while listening.
1.1. I won't get the subsequent call from the service observed agent as service observe feature gets cancelled as part of call drop.


2. Using DMCC API, activate the service observe using makecall API by dialing (*16<agentid>), OneX will get the service observe call, then drop the call by calling SetHookOn API from DMCC
2.2. Service observe call drops from OneX Agent, but any subsequent call of the agent is still observed (dropping from service observe call via DMCC, is not cancelling the service observe feature)

Please let us know how to manage this behavior.

Thanks
Prabhuram

I don't see the same behaviour using the DMCC Dashboard. When I drop the SO call by pressing the On Hook button, further calls are not observed.

What version of OneX Agent are you using?