We just upgraded to UCCX v12. Some of our agents displays are showing the number of participants in a call as circled in Attachment 1. The rest of the agents display the calling number as shown in attachment 2. I am having difficulty in determining what controls that particular part of the display.
If there are multiple parties in a call (conference), the numbers are shown the way seend in Attachment 1. For calls with 2 parties, the number is shown directly, as seen in Attachment 2
Yes, but those two are the parties other than the agent. So in attachment1, there's been 3 parties in the call, the agent and the 2 shown.
When calls are being silent monitored, there are three parties on a call. As TimoV stated, calls with 3 or more parties will be like attachment1 and 2 parties will be like attachment2.
I would suggest looking at the client logs for both scenarios to see the dialog notifications and compare. Are both scenarios 2 parties? Is it 3? Who is that 3rd person?