Monitor and being on hold

[stevealix]

Our tserver scope for monitoring is set to Agent, however when the agent places the caller on hold, the supervisor that is monitoring is also placed on hold. Is there a setting that lets the monitoring supervisor stay active with the agent in case they place a consult call or internal call.
example
customer calls and wants to talk about loans. their call is delivered to a loan agent. The loan agent places the customer on hold to consult with underwriting. (the monitoring supervisor goes on hold) however, when the consult is started the monitoring supervisor doesn't hear the agent. they just hear hold music. our people monitoring want to hear the consult and what is happening and being discussed. Any idea if there is a setting that can be changed that will the person monitoring to listen to the agent 100% of the time?
Thanks

[Tambo]

what softphone you using?

[stevealix]

not using a softphone.
we are WDE with Audiocodes 420HD Genesys Branded hardphone.

[Tambo]

- new option added in Interaction Workspace release 8.1.400.24 that controls what Supervisor hears during establishing of a consult call
- option 'teamlead.monitoring-scope' has a default value of 'call'
- if Supervisor wants to hear consult portion of call this option should be changed to 'Agent'

[stevealix]

Thank you so much! I'll look into that and follow up if I have any other questions.