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When I follow the steps to monitor a live call, it rings into the rep like I am calling them. It does not let me hear the call. What is wrong?

  • 1.  When I follow the steps to monitor a live call, it rings into the rep like I am calling them. It does not let me hear the call. What is wrong?

    Posted 11-16-2017 15:37


  • 2.  RE: When I follow the steps to monitor a live call, it rings into the rep like I am calling them. It does not let me hear the call. What is wrong?

    GENESYS
    Posted 11-17-2017 20:25

    Hi John,

     

    If you pick up the call that looks like it's coming from the rep, you'll be monitoring the call. That's expected behavior and happens with certain kinds of phones:

     

    "When using a supported SIP phone the system automatically answers your phone, enabling the monitor session. When using a remote number or any phone provisioned externally to PureCloud, the phone will ring and require you to pick up to start the monitor session."

    From https://help.mypurecloud.com/articles/monitor-in-progress-interactions/



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