ACD silent monitor...interesting

[evan631]

One of our supervisors was Silent monitoring one of his employees, things were working as expected.  The supervisor hung up to end the session. A few minutes later the supervisor tried to monitor that same employee and was unable to. 

My question is...Can only the main extension be monitored, and not the rollover line?  I cant seem to figure out why he could not monitor that employee the second time.

Thanks.

-Evan

[ralph]

Not sure of the answer on the second line.   I suppose you'd have to enter the second line directly to monitor it.  For example if the main line is 5555 and the second line is 25555 then you would have to explicitly monitor 25555.   
Also, be aware that if the user is an agent and the agent logs out, this could change his class of service so the person can't be monitored anylonger.

Ralph

[evan631]

No agents throughout that system.

The second extensions are the same as the main line.  It is the roll-over multi-line or whatever they call it these days.

Thanks again.

[ralph]

Ah.   I would have thought that would have worked.
If I get some time I'll try it out here.

Ralph

[bobcheese]

another point about silent monitor that I came accross the other day, silent monitor does not follow interconnect or tennant restriction. Therefore a ACD supervisor in tennant A can silent monitor an agent in tennant B! raised a ticket with Mitel support to be told Silent monitor not supported in multi tennant environment. 

[evan631]

I have not heard if this person is still having issues.  But i have a feeling it was because "line1" was on hold or something .

Who knows???

-Evan