Silent / Barge Monitoring is greyed out when in call

[John Ernest Buan]

Hi Guys,

Hoping someone could help me with my current issue.

I have here 3 supervisor users that unable to barge. The scenario is while I am with 1 of the supervisor ( answered in Jabber/extension mobility ) the Silent / Barge Monitoring is greyed out .

I tried to check the configuration on both working and not working and it is the same. I tried to re assign the IPCC and RMCM. Tried to log in on CSD first before CAD still the same issue.

Anyone there could please help me ?

[Ratheesh Kumar]

Hi John

Is the supervisor logged in as an Agent as well. If not Supervisor must first be logged into Cisco Agent Desktop. Login on CAD and CSD and do barge.

And to use the silent monitor, click on the Agent rather than the call in the agents window. Hope you are doing that

Also note the below. You cannot barge in if any of the following conditions are true:

1. The agent is on hold.
2. The agent is on two calls.
3. The agent is in a conference call.
4. You are already on another call.