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WebexCalling's Silent Monitoring and Coaching feature for calls that are not call queued

WebexCalling's Silent Monitoring and Coaching feature was available until the first half of April 2024, even if the call was not a call queued call, but suddenly it is no longer available. Hunt, monitoring of one person by multiple people, 1-on-1 coaching, etc., may not use the call queue.

We would like to have this specification restored.

  • Guest
  • Apr 16 2024
  • Will not implement
  • Admin
    Praveen Kumar Garlapati commented
    16 Apr 07:09am

    The Supervisor features for monitoring, coaching, barge, take over are meant for a Supervisor in a call queue environment managing agents in a call queue and not a general-purpose calling feature.

    It was an error that allowed it to work for calls other than call queue and hence has been corrected.

    If there is such a requirement for non call queue calling feature, please raise a separate Aha! request and the appropriate PM will evaluate it.

  • Tomoaki Nakayama commented
    16 Apr 05:24am

    Some customers was used to use call queue supervisor function such as silent monitoring even though the call was not made via CQ. the behavior was changed recently without notice. If Webex calling has option selecting it, it would be nice.