We have IPCC system with two sites A & B and one call center located in site A.
The distance between the two sides is 13Km
Some agents logged in CTI server of site A and other logged to site B.
The problem is:
Supervisors can only monitor those agents who logged in the same CTI as that of the supervisor.
In other words, if the supervisor logged in site A and try to monitor agent who logged in side B, this error is raised (CTI warning):
"Client monitor session not started. The remote client is not responding.
Verify that remote client is running and has silent monitoring capabilities"
As temporary solution, we work around this problem, we used two supervisor desktops in different PC, one is logged to site A and the other to site B.
How can the supervisor monitor all agents regardless of what CTI server they are logged in?
In other words,
How can the supervisor monitor all the agents in one supervisor desktop?
Thanks in advance.