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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)

Symptom:
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.

Conditions:
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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