CAD 10.6 Live Monitor And Windows 10

[rossporubski]

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!

[rossporubski]

follow up?

[Jonathan Schulenberg]

I’m not aware of one; however, if you have a call recording product it may be worth checking to see if it has a live monitor function as a short-term alternative. Many do, either by streaming a copy of the recorded call or by using CUCM’s native silent monitor framework to trigger a one-way call to the supervisors phone.

Unsolicited editorial: You really need to get off of CAD/CSD. It’s long past end of support and, to be frank, every MS patch Tuesday that goes by is a gamble: if a security update breaks CAD (eg some stupid DLL incompatibility) you are SOL; Cisco isn’t going to patch it.

[rossporubski]

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.