10-13-2017 10:29 AM - edited 03-14-2019 05:38 PM
Hello,
With Cisco Finesse Agent Desktop do you still need install in application on the users' desktop for silent monitoring to work similar to CTIOS agent desktop, if not how does silent monitor work with Cisco Finesse Agent Desktop?
Thanks
10-13-2017 10:49 AM
10-13-2017 10:53 AM
We have silent monitor thru the desktop NIC card, the process your talking about how is different from what we have?
10-13-2017 11:44 AM
Yeah, this old method is not required anymore.
By the way, I forgot to mention that you must set "Build in Bridge" to "On" for all relevant devices (agents mostly). When BIB is on, and when monitoring is requested, the monitored device is replicating the RTP stream of the whole call towards the supervisor that requested the monitoring.
When a supervisor is pressing the "Start Monitoring" button on an agent that is in the middle of a call, his phone will get a call "like" and this call will be automatically answered with the monitoring of the agent.
10-13-2017 11:47 AM
10-13-2017 12:10 PM
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