Supervisor listening not authorized

[Chamizo]

Hello:

In a contact center, I have configured the supervisor extension number with the ACD Listening key. When the supervisor presses the key and dial the agent number, the four listening options are displayed on the phone. When the supervisor chooses any of the options for listening, it shows on the display that it is not allowed. Only the permanent option is accepted but only with de agent´s status, not audio. The PBX is with last patcht of R9.0 and all agents sets are 4028 and the supervisor set is IPTouch 4038. All features in Facilities and Connection categories are checked for agents, supervisor and pilots and PG.

Have any of you had a similar problem?


Thanks for your help.....

[tgn]

Please post the config of the Pocessing Group (mgr view)...

Regards...

[Chamizo]

Hi:

Thanks for your reply, attached is the configuration of the PG, very simple.

Regards

[cavagnaro]

This is the same PG for agent and supervisor, right?
Your supervisor is one of those registered on the PG, right?
When trying to do the monitoring the agent is actually on an ACD call, Inbound maybe?

[Chamizo]

That is correct for all, the same PG, the right supervisor and the calls are coming from the pilot.....

[oldboy]

So 8708 or 8709 are doing the same thing?
How are the agents and the supervisors configured in the system?? set type?

[Chamizo]

Hi, I deleted and created again all agents and supervisors, today I will create a new PG or/and a pilot to see if there is any change. The agents and supervisors are 4068 and the authorised sets are 4028 for agents and 4038 for supervisors.

Regards

[tgn]

aut. phonesets must be kind of 4068/4038/4039
regards...

[cavagnaro]

Does 4028 has the login button? Don't remember them having that option... Nor even usable as agents unless using Genesys emulated agents feature which obviously don't have listening function

[oldboy]

Thats where i was leaning to 4028 sets are not allowed from what i remember. How are the agents logging on?