Hi,
We recently upgraded UCCE from v8.0 to v9.0
Before the upgrade, we were using CTIOS based silent monitoring.
The supervisor would pick an agent and listen to him continuously over several calls in a single silent monitoring session.
The session would be on-going even when a call ends and another call begins.
After the upgrade, we had to use Call Manager based silent monitoring.
Now however, a single silent monitoring session would only allow to monitor the current call.
When the call ends, a new session has to be initiated again
Any advise on how to fix this issue?
Thank you,
Sahar Hanna
