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When supervisor starts silent monitoring, agents hears a static sound

pbarman
Level 5
Level 5

‎03-31-2004 08:28 PM - edited ‎03-13-2019 04:29 AM

Yes, When supervisor starts silent monitoring (click Start Voice Monitor), the agent hears a STATIC sound for a second or two. Normally agent should not hear anything. After the intial static sound, agent doesn't hear any such abnormal sound, and continues conversation with the caller (but now the agent knows he is being monitored !!!).

This was just reported by some agents recently, so not sure when it happened. Anyone experienced this before?

ICM 4.6.2

CAD 4.2

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adignan
Level 8
Level 8

‎04-29-2004 08:32 PM

Do you have VAD or comfort noise enabled? Just a shot in the dark. The agent should not hear anything when you start the silent monitoring.

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