UCCX monitoring other calls?

Unanswered Question
May 18th, 2009

Can a supervisor monitor calls that agents make outside the queue or to each other? I have an installation where this is failing and the sup can only monitor calls that have come directly from the queue.

I have this problem too.
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Jonathan Schulenberg Thu, 05/21/2009 - 13:54

The last time I tested this, monitoring (not recording) in CSD monitors the phone and all calls made from it. I know there were some concerns about this from some customers about accidentally picking up calls on the "personal" line though. I would open a TAC case and see what they say.

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