02-27-2018 08:41 AM - edited 03-14-2019 05:59 PM
Big problem discovered.....
We are still leveraging client side CAD in CCX. We do not have a definitive transition date to move to Finesse.
While CAD does still work on WIN 10 machines it appears that live monitor does not. Anybody who has been upgraded to WIN 10 cannot be live monitored by a supervisor.
Besides the obvious, upgrading to CCX v11 and forcing a finesse transition. Is there any other recourse or fix to enable audio on live monitor as is?
Thank you for any/all help in advance!
03-02-2018 07:55 AM
03-03-2018 04:39 PM
03-09-2018 11:30 AM
We do have a 3rd party recording product but it's licensed based and primarily for our contact center reps. The agents in question are configured with their main number configured in CM User Management>End User as both primary and IPCC so that they can login to agent exclusively for their Supervisor to leverage the live monitor feature. The business won't spend for ZOOM licensing if they're not actual contact center reps.
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