I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.

I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.

I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.