When I try to observe an agent on a active call, I enter in the the POS ID for the agent and all I hear is a fast busy signal. Any ideas on what is going on or how to fix?
You also have to remember that only 1 person or device can observe an agent at one time. So if you have an E-talk, or Witness type recorder you need to make sure it is not recording that agent when you are trying to observe.
The supervisor phone has AOS and is setup as supervisor on key 0. I have removed the AST and IAPG setting from the agent phones. We do have Qfinity in place to record calls, but not for these agents. I have OBTN set to no in the ACD build out.
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