Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 

CAD Silent Monitoring 8.5(2a)

Hello,

I am having a weired situation happening with CAD 8.5(2a) with ICM 8.5(3)

The silent monitoring is working and the supervisor can monitor the agent normally however , what is happened is if the supervisor was monitoring a agent and he decided to monitor another agent , if the supervisor didn't stop the first one and acivate the monitoring on the second supervisor he can listen to both at the same time ???? is this normall with CAD 8.5(2a) because earlier version if the supervisor starts a monitroing while he is monitroing aanother agent, the first one stops and the second is activated automaticly.

I also encountered another situaition, if the supervisor is monitroing a agent on active call and the call is ended the agent will be kept under monitroing so if another call came in the monitoring became active directly , is this also normal with CAD 8.5(2a)

Thanks for any clarficiation.

Amer

Everyone's tags (1)
320
Views
0
Helpful
0
Replies
CreatePlease to create content