View Only

Discussion Thread View
  • 1.  Unable to use Join, Listen, Coach

    Posted 08-01-2017 22:26
    We are unable to select the join, listen, coach options on IC Business Manager. The same user can use those features on Interaction Desktop however. They are shown on the client, but grayed out. We are testing on a user with all security rights/access control. Are there other settings we are missing to enable these features?

  • 2.  RE: Unable to use Join, Listen, Coach

    Posted 08-02-2017 14:03
    The most common cause of this behavior is that the user started IC Business Manager before logging into Interaction Desktop (thus logging into a station). To use these features in IC Business Manager, the user must log into the Interaction Desktop before running IC Business Manager. This allows IC Business Manager to be aware of the station that the supervisor is logged into so that it can leverage that station for audio.

  • 3.  RE: Unable to use Join, Listen, Coach

    Posted 08-03-2017 10:13
    Hello , As mentioned below , please login first to the Work station then to ICBM to be able to listen , coach and Join. Thanks, Aly Nofal

  • 4.  RE: Unable to use Join, Listen, Coach

    Posted 08-03-2017 13:48
    If the buttons are shown but grayed out in desktop I would think the user is missing the security rights to use the buttons. You need to ensure that the user has rights to use the functions as well as the buttons. Under security rights for the user ensure that they have rights to both Listen under Interaction Command Rights, as well as Listen in on interactions under My Interaction Rights.

  • 5.  RE: Unable to use Join, Listen, Coach

    Posted 08-03-2017 13:54
    Mark has a good point - back in the day, developers decided that for the Client, you just have to turn the buttons on in one place, but for Supervisor/ICBM you have to turn them on in both places he mentioned.

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources