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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?

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  • 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
    No replies, thread closed.


  • 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?

    Posted 11-17-2017 20:25
    No replies, thread closed.

    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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