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Beginner

Finesse displays 'Number of Participants'

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.

 

6 REPLIES 6
Beginner

Re: Finesse displays 'Number of Participants'

Sorry attachment 1 was not included.

Beginner

Re: Finesse displays 'Number of Participants'

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

Beginner

Re: Finesse displays 'Number of Participants'

Thank you TimoV for the reply, but in Attachment 1 there are only 2 participants.
Beginner

Re: Finesse displays 'Number of Participants'

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.

Beginner

Re: Finesse displays 'Number of Participants'

The reason this is brought up is when being Silent Monitored the agent sees there are more than 2 participants.
I am right now in a call with my Finesse screen open showing only the originating number even though I am being Silent Monitored. So there must be something different between the two desktops.
Cisco Employee

Re: Finesse displays 'Number of Participants'

Hi,

 

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?

 

Thanx,

Denise

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