Hello, I've got a user (non-supervisor) who needs to be able to listen to and monitor other agent's calls. He already has the permissions (Listen In On Calls) and the correct buttons, but whenever he clicks on an active call in that queue, those buttons stay greyed-out. Am I missing something? Thanks

Yes. He must also be granted "Modify User Queue" rights or "Modify Workgroup Queue" rights under Access Control for the users/workgroups you want him to monitor.

Hi George, He already had all of that, but it still wasn't working, even after logging out and back into the Client. I just had him reboot his pc and now it works fine. Thanks again!

Weird...all I can think of is maybe something got cached and wouldn't clear until the reboot. In the future you might try going into Task Manager and killing the I3ACA.exe process. That should clear anything in the security credentials cache for the Client (and any other apps like Interaction Administrator or Supervisor), then run the Client again.

Hi George,

in which custom role do I find the "Modify User Queue"  or "Modify Workgroup Queue" rights? Secondly, is there an option to live coach the agent remotely, which enables a supervisor talking to an agent during the call?

Best
Pierre

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Pierre Süptitz

Postcode Lottery LimitedTeamleiter Kundendienst (Customer Service TeamLeader)
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Original Message:
Sent: 07-31-2008 18:17
From: George Ganahl
Subject: Listen In/Monitor calls

Yes. He must also be granted "Modify User Queue" rights or "Modify Workgroup Queue" rights under Access Control for the users/workgroups you want him to monitor.

Pierre,

There isn't really a specific custom role you should use. I would create one for these users (one for each set of queues that need to be separately accessed.)
In terms of coaching..

The Listen right / button allows a user to hear the call.
The Coach right / button allows a user to speak to only the agent
The Join right / button allows a user to "conference in" to the call (both ends can hear them.)

HTH