I have a IPCC 4.0 Enhanced with a Callmanager 4.2 on the main site. The Call centre agents and supervisors are located on a different site, connected through a WAN.
When a supervisor barges into a call, the caller hears the music on hold for a short moment. Is this by design or can it be avoided?
From my understanding, silent monitoring requires a local IPCC server that can sniff the RTP-packets using a SPAN-port. In my situation, I need remote monitoring what requires IPCC express premium. Is this correct?
thanks in advance