Disable pop-up when supervisor monitors agent calls?

[Ryan Lewis]

I currently have several supervisors who want to monitor agent calls. The agent gets a pop-up message in the CAD when the supervisor begins to monitor the call. "A supervisor has started monitoring your calls" and "A supervisor has quit monitoring your calls". I have disabled Notification Monitoring on the UCCX server using Desktop Administrator, but the problem persists. Any ideas on how to turn the pop-up notifications off? Thanks!!!

[Aaron Harrison · Accepted solution]

Hi

That should be all you need to do; unless you have multiple workflows in CDA and have configured it under the wrong one?

The other thing to note is that changes made in CDA often don't take effect until the agent has closed and reloaded the CAD application (just logging out/in from the taskbar often isn't enough).

Regards

Aaron

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[Ryan Lewis]

All I have is one workflow. I was thinking that disabling the notification should have fixed the issue, but some users are still having the problem. I am thinking they havent truly logged out and reloaded the CAD app.

Thanks for the quick response!!!

RL

[Aaron Harrison]

Hi Ryan

In that case - yes, it certainly sounds like the agents haven't logged out fully.

Regards

Aaron

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