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Cisco Bug: CSCum21794 - CCX: Finesse Supervisor should not Silent Monitor his own call

Last Modified

Feb 04, 2014

Products (1)

  • Cisco Finesse

Known Affected Releases

10.0(1) 10.5(1)

Description (partial)

Symptom:
In CCX Finesse, A supervisor is currently allowed to Silent monitor his own call to other agents. This should not be allowed.

Steps:
1. CCX Supervisor S1 goes to NotReady;
2. S1 call Agent 1 in his team, A1 is talking, but S1 is still NotReady;
3. S1 select A1 in his team performance gadget

Problem: Silent Monitor button is now enabled on S1 desktop TP gadget, which is wrong. Clicking on SM button will make SM call happen and will put S1's original call on hold. If S1 tries to barge in there will be call failures on S1 and Agent desktop.

Conditions:
The problem happends when NotReady Supervisor talks to another agent in his team.
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