Silent /voice monitoring button greyed out

[Yopie Lianto]

Hi there,

I have CAD and CSD installed on my PC.

include me there 3 CAD that already login.

when agent 1 and 2 make call, i'am as the supervisor cannot press the button silent monitoring.

the button is there but it's greyed out.

the other function like intercept, barge-in, and recording going well without any problem.

dont know why this happen, any help will be gratefull.

thanks for your support

[Aaron Harrison]

Hi

To use the silent monitor, you need to click on the 'agent' rather than the call in the agents window . Is that what you are doing?

Aaron

[Yopie Lianto]

Hi Aaron,

If what you mean with the 'agent' is the agent name.

I already click on the 'agent', not the outbound or inbound, but the button is still grey.

Thanks.

[brian1mcc]

Do you have a sound device set up on the PC for playback? From memory, if there is no sound device plugged in this button will be disabled.

Brian

[Yopie Lianto]

Hi Brian,

I already have a head set plugged on the PC.

And the device work well.

Thanks.

[Shalid Kurunnan Chalil]

Hi,

have you tried to check the same from different machine.

Regards,

Shalid K.C

[daamador]

Hello Yopie,

A few things that you can try

I understand that you log into CAD and CSD, please first log into CSD and then into CAD and see if the monitoring icon is available when your agents are on the phone.

Log into the supervisor desktop without logging into CAD and see if the icon is grey our or not.

Regards,

Daniel Amador

Cisco TAC Support Engineer, IPCC Express Team

[Sunil_Vs1]

Please try monitoring reps logging into CSD only. You can never have CAD and CSD logged in on the same desktop with full functionalities, at least in CAD 7.x

Regards,

Sunil.