Hi Guys,
Hopefully a simple question . . . I have setup Silent Monitoring for two ACD Supervisors so they can listen to the calls of ACD Agents for training purposes. We have tested it and can listen in on outgoing calls but on any incoming calls it is not allowing us to listen and sits there saying waiting. Have I missed something really obvious?
I have the Supervisors on COS10 and Agents on COS11 with the below settings for Silent Monitoring
ACD Silent Monitor Accept Yes
ACD Silent Monitor Allowed Yes
ACD Silent Monitor Notification No