i have IPCC enterprise system ,and facing two proplems :
1- when the supervisor make a silent monotor he can't hear the agent through the headset of the phone but through the pc speakers.
2- some agents haven't silent monitor capabilities; the supervisor can't monitor them silently at all.
1. That's the way silent monitoring work, it's through the PC and not the phone.
2. Are they using different NIC cards on their PCs? Are their phones configured the same way as those that do work? Span to PC port enabled on the phones?