12-16-2020 11:41 AM - edited 12-16-2020 11:42 AM
I've been asked about what options are available for multiple agents to quickly join a call together from the phone queue when one comes in for training purposes. These agents are all remote (WFH). Initially I thought of setting them up as supervisors so they can monitor a live call through the Finesse interface, but I don't know if it supports multiple supervisors (or agents in this case) to monitor the same call.
If anyone has any other creative solutions, I'm all ears.
12-16-2020 12:02 PM
I've not tried it, but this is in the documentation for UCCE, so I would imagine the same applies for you.
Unified CCE supports the Silent Monitoring functionality available in Unified CM. Unified CM Silent
Monitoring supports only one silent monitoring session and one recording session for the same agent phone.
12-16-2020 12:05 PM
I should add I'm running CUCM 11.5 and UCCX 11.6(2). That was my fear, but thought I'd ask.
10-14-2021 04:53 AM
The requirement can be fulfilled using a 3rd party solution
MARS Multiparty Silent Monitoring for Cisco CUCM / UCCX / UCCE
Application enables multiple users to concurrently silently listen/monitor a user’s ongoing call using their Cisco IP Phone.
for more details you can write to info@parsec-tech.com
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