Recording and Other Supervisors

[anupama78]

We have ICD 3.0.3c with 10 agents and 2 supervisors. One of the supervisors is required just to monitor the agents' status( Ready or Not Ready) and the other supervisor who is the primary supervisor does Call Monitoring and Recording, Is there a way that when the the primary supervisor records calls, the other supervisors cannot see who is being recorded from their screen(the symbol next to the agent changes to a record symbol), Can we block them

from seeing that?

Thanks

Anupama

[venkasub]

Hi,

No, you cannot block the behaviour of the Agent State Icons, Call Status Icons and Audio Icons showing up on the supervisor desktop.

Following is from Cisco Supervisor User's Guide

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/super/deskuser.pdf

The Team View pane displays icons next to agent names and phone calls to indicate their agent state and call status. When more than one icon is applicable,audio icons override Call Status icons, which in turn override Agent State icons.For instance, if an agent is in the Ready state, the icon is the Ready icon. If the agent answers a phone call, the Ready icon is replaced by a Talking icon. If the agent’s supervisor listens in on that conversation, the Talking icon is replaced by

the Monitoring icon.

Regards

Venkat

[anupama78]

Hi

Thanks for the reply.

Anupama