10-30-2020 10:28 AM - edited 10-30-2020 10:59 AM
Hi all,
When we try to silent monitor an agent using finesse supervisor desktop (version 11.6.) we are getting this error message :
10-30-2020 11:22 AM
What happens if you eliminate the office phone from the mix? Like it sounds like you have some type of shared profile setup going on with the agent's Jabber and their desk phone?
If the agent at home has a Jabber extension that matches no other phone, does it work?
10-30-2020 11:32 AM
Our Agents do come to the office couple days a week and when they do they use their Desk Phones, but I did test right after I put this post removing the desk phone specially the IPCC line which was confusing Finesse because it was set on two devices, now I can control Jabber just fine. I honestly don't like to use two different IPCC lines we might just have to train our agents to use Jabber when they are in the office. I'll test the silent monitoring again and see what happens.
11-02-2020 09:45 AM
Silent monitoring is working fine after removing IPCC line from agent's desk phone and removing phone from the RMCM app user controlled devices.
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