10-20-2004 03:55 PM - edited 03-13-2019 10:30 PM
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
10-21-2004 03:14 AM
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 agents supervisor listens in on that conversation, the Talking icon is replaced by
the Monitoring icon.
Regards
Venkat
10-21-2004 12:20 PM
Hi
Thanks for the reply.
Anupama
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide