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Cisco Bug: CSCuo12413 - CCX: TP Gadget SM button enabled when Supervisor is on an Active Call

Last Modified

Apr 11, 2014

Products (1)

  • Cisco Finesse

Known Affected Releases

10.0(1) 10.5(1)

Description (partial)

In CCX: Team Performance Gadget Silent Monitor button is enabled when Supervisor is on Active Call and is in NotReady state. The Silent Monitor should be disabled in this case.

The problem happened in CCX when a Supervisor is on a direct call and is in NotReady state.

Steps to reproduce:
1. Login Supervisor and 3 agents. (Agent 1 is in a team supervised by the Supervisor)
2. Make Supervisor ready
3. Agent 3 makes a direct call to the Supervisor
4. Supervisor answers the call and the state should be now Not_Ready (CCX)
5. Agent 1 goes Ready
6. Agent 2 makes a RP call and Agent 1 answers it
7. Supervisor selects Agent 1 in the TP Gadget and sees the Silent Monitoring button enabled and should be disabled, and the supervisor can click the button to start Silent Monitor call.
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