Cisco Cisco Agent Desktop 9.0 Riferimenti tecnici
Cisco Supervisor Desktop Problems
May 2007
281
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The call is being monitored by another supervisor, or the
supervisor is already monitoring another call. A supervisor cannot
monitor multiple calls. In this situation, the error message may be
"The agent's device doesn't support silent monitoring.", even if
the agent's device does support Unified CM-based monitoring.
supervisor is already monitoring another call. A supervisor cannot
monitor multiple calls. In this situation, the error message may be
"The agent's device doesn't support silent monitoring.", even if
the agent's device does support Unified CM-based monitoring.
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The monitored agent’s device has security enabled. In this case,
Unified CM rejects the monitoring request.
Unified CM rejects the monitoring request.
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The PG user is not in the "Standard CTI Allow Call Monitor" user
group.
group.
Problem
The system is configured to use Unified CM-based monitoring. The
supervisor is monitoring an agent’s call. The supervisor starts a
conference call by pressing the Confrn button on the IP phone and
calling a second supervisor. The second supervisor answers the call,
and the first supervisor presses the Confrn button to complete the
conference operation.
supervisor is monitoring an agent’s call. The supervisor starts a
conference call by pressing the Confrn button on the IP phone and
calling a second supervisor. The second supervisor answers the call,
and the first supervisor presses the Confrn button to complete the
conference operation.
The first supervisor’s IP phone displays the message “To Conference”,
but the first supervisor's Agent Desktop shows the monitoring call as
still in a Connected state. The first supervisor drops the conference call.
The first supervisor tries to start monitoring the same call again, and
gets the error message “Supervisor has failed to start voice monitor. CTI
OS exception on start monitor. PG code 13144.”
but the first supervisor's Agent Desktop shows the monitoring call as
still in a Connected state. The first supervisor drops the conference call.
The first supervisor tries to start monitoring the same call again, and
gets the error message “Supervisor has failed to start voice monitor. CTI
OS exception on start monitor. PG code 13144.”
Solution
The first supervisor cannot monitor the same agent call until the
second supervisor drops the call.
second supervisor drops the call.