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ACD SUPV gets BSY when tries to Observe?

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ss341

ss341

Technical User
Dec 29, 2004
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Get a busy after ACD Supv presses the Observe key and dials the 1st sometimes the 2nd digit of the agent position ID.
We have Symposium 4.2 Is there any reason they can't observe?
 
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Post sup set. Any recording Servers inplace? Witness, Verint??
 
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Maybe the supervisor is dialing the extension number instead of the agent position ID.
Supervisor must have CLS SPV.
 
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Most likely cause is someone else is already observing that agent.
 
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Thanks to everyone.
Looks like the 3 ACD's I was dealing with all had
RAO = FULL.
All the other ACD's had RAO = NO. Figured out that if
RAO = Full you get a busy if the agent is not logged in since the only thing you can monitor with that setting is the IN Calls key.
 
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