cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
279
Views
0
Helpful
1
Replies

UCCX monitoring other calls?

steakandeggs
Level 1
Level 1

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.

1 Reply 1

Jonathan Schulenberg
Hall of Fame
Hall of Fame

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.

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: