First, I am a new to the Cisco PBX world; please be gentle.
I have an issue where I cannot silent monitor through Finesse. I show connected/monitoring, however no sound via the IP Communicator.
We're running :
IP Communicator 126.96.36.199
Verified the following:
Built in user bridge enabled
Call space correct
Agent skills verified
Agent enabled for call monitoring
Agent enabled for cti
Showing monitoring on IP Communicator
No audible sound
I have exhausted the scope of my minimal knowledge. All my online recon is coming back with a similar scenario with CAD, although nothing for Finesse proper.
In the following discussion, https://supportforums.cisco.com/discussion/13014691/supervisor-can-silent-monitor-can-not-hear-agent , someone references SPAN configurations within CUCM associated with the user device, however I cannot seem to find these.
Any suggestions on what to do next?
Please try this
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you would find the "SPAN to PC" port option only on (the agents) desk phones, eg. an 8841.
This option would allow the phone to forward/mirror packets from the phone port to the PC port.
If you are only using CIPC I guess there is no need for that.