Author Topic: "Silent Monitoring" of agents. Where is the API ?  (Read 3540 times)


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"Silent Monitoring" of agents. Where is the API ?
« on: January 01, 1970, 09:00:00 AM »

We are running an Avaya G3r9 and installing 6.5.

Has anyone managed to successfully implement the Avaya "Service Observing" function where a Team Leader can silently monitor an agents call?  We use this for quality monitoring etc.  However under Genesys the new softphone always indicates 'conferenceed' when this monitoring is occurring.  I know the Avaya sends a special message to the TServer to indicate a silent monitor,  But is this supported within Genesys?  If not, then how do we get around this?

Many Thanks