We recently upgraded from MM 13 to Call Pilot 4.0 . We are also running SCCS 4.2 , SWC 4.5 , and Remote Agent Observe .Prior to the CP upgrade our supervisors could monitor agents listening to voice mails , since the CP upgrade all they hear is dead air .We could tell that a agent was on a voice mail call by noting the DN Out number in the SWC Agent display . The old MM ports were in the 88xx range , the CP ports are in the 37xx range .It was discovered that agents were hiding from ACD calls by listening to their voice mail messages - over and over again .
Can anyone suggest a reason that we can't monitor the agents since the CP upgrade ? Again , the dead air only occurs when monitoring agents calling voice mail , all other in and outbound traffic can be monitored.
As always , thanks for any suggestions !
Can anyone suggest a reason that we can't monitor the agents since the CP upgrade ? Again , the dead air only occurs when monitoring agents calling voice mail , all other in and outbound traffic can be monitored.
As always , thanks for any suggestions !