Genesys CTI User Forum > Genesys CTI Technical Discussion

"Silent Monitoring" of agents. Where is the API ?

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Superglide:
Hi,

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

Graeme

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