Finesse silent monitoring issue

[jbrunstein]

UCCX installation 11.5.1 SU1

I'm not able to silent monitor an agent. On the Finesse supervisor, when selecting a Finesse agent in "Talking", i get the error message:

Agent device does not support Silent Monitor. (CTIError=88047)

All the agents have CIPC 8.6.6.0

Checked almost all the parameters as indicate in documentation and discussions found on communities. Googled a lot, but no answer

Any Idea ?

[admin11111]

Hello, did you get around this issue? I'm facing the same problem, but the strange thing is that I can monitor only one of the agents and get the same error for all the others.

[admin11111]

Hi

Problem is solved. I was using CIPC only for the agents (no hardphone). If, on the CIPC the MAC address contains letters in upercase, then i have the issue of the silent monitoring. I just changed the letters in lowercase and then the issue is solved.

This issue exists because in the UCCX database, the names are written only in lowercase.

[admin11111]

I am also facing same issue with silent monitoring. Even i have configured CIPC MAC address in small letters only. Still silent monitoring not working. However Barge in is working any thoughts ?