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Cisco Employee

Re: Finesse 10.5: Supervisor select an agent to monitor

Hi Danny,

In that if statement from above, get the list of participants in that dialog. Check if there are two. If there are, get the two mediaAddresses and eliminate the supervisor's extension.

That should do it (theoretically).

Thanx,

Denise

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Cisco Employee

Re: Finesse 10.5: Supervisor select an agent to monitor

One more thing, if there aren't two participants, just throw the event away and move on until you get two.

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Beginner

Re: Finesse 10.5: Supervisor select an agent to monitor

Hi Denise,

Finally, I am able to grab the agent's call variable from supervisor.

BTW: the dialog count is always 1 so that was not good. If the callType is SUPERVISOR_MONITOR then there is a getToAddress() that is the agent's extension. The _processCall function was called a few time so had to check if the user.getState() is "ALERTING" then only request agent's call variables using signalR.

Now it is working..

Thanks.

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Cisco Employee

Re: Finesse 10.5: Supervisor select an agent to monitor

You are right that the toAddress is the agent's extension. I don't know why I didn't think of that

Great to hear that it is working for you now.

Thanx,

Denise

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