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Cisco Bug: CSCum95797 - Cant Monitor by agent after service observed Monitor by other CTI Client

Last Modified

Oct 20, 2014

Products (1)

  • Cisco Remote Monitoring Suite Option

Known Affected Releases

9.0(1) 9.1(1)

Description (partial)

1. When the agent has an active call, attempt to service observe with Out of Box CTIOS Supervisor or .net client 
2. Close the monitoring session and then attempt to monitor with RSM Option 1 (monitor by Agent ID) 
3. The RSM Option 1 failed with the message: "The Agent is not talking" 
4. With the call still active, test RSM Option 3 (monitor any available call) 
5. RSM Option 3 was successful.

Only after an agent is monitored using Service Observed monitoring does the agent become unavailable to monitor by that specific agent only.,

You can still monitor by Skill group
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Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
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