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  • 1.  failed to monitor the call

    Posted 03-31-2022 15:26
    No replies, thread closed.
    Supervisor can't monitor ANY calls....

    She has all permissions. She is mirrored with another agent that CAN monitor....same roles, browser, and headset.

    Clearing cache, Chrome incognito, re-adding phone, creating profile....nothing works. Same error...

    Console logs:  Error while monitoring call: TypeError: Cannot read properties of undefined

    Anyone seen this?
    #Telephony

    ------------------------------
    Thomas Moore
    WTI Holdings LLC
    ------------------------------


  • 2.  RE: failed to monitor the call

    Posted 04-02-2022 12:39
    No replies, thread closed.
    Can the supervisor make and receive calls?  Also, try in Edge to see if any difference.  Only other think is to make sure they can report on that agent and do things like change status or put on queue.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: failed to monitor the call

    Posted 04-04-2022 13:40
    No replies, thread closed.
    Customer can make/take calls. I just recreated the user's account and now they get a pop up after clicking monitor but they can't pick up the call... Very strange

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    Thomas Moore
    WTI Holdings LLC
    ------------------------------

    Original Message


  • 4.  RE: failed to monitor the call

    Posted 04-04-2022 08:25
    No replies, thread closed.
    Definitely a good idea to test to make sure the supervisor can make and receive calls and to check that their phone is in order (not forwarded to a non working number or something), but past that I'd suggest calling in a care case.

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------



  • 5.  RE: failed to monitor the call

    Posted 07-21-2022 17:09
    No replies, thread closed.
    Did this ever work? We are running into the same issue. Here is the error

    loggingService.js:21 Error while coaching call: TypeError: Cannot read properties of undefined (reading 'id')
    loggingService.js:21 Error while monitoring call: TypeError: Cannot read properties of undefined (reading 'id')

    ------------------------------
    Bharat Rudrakshala
    ESRI
    ------------------------------

    Original Message


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