Our Contact Center managers want to utilize Service Observe for listening in on calls, the problem is it seems to skip the Listen and go right to Listen/Talk. Since it bridges the call in it prevents the Agent from getting another call until the Manager disconnects.
Now our Collections department utilzes Service Observe for the same purpose and it works fine. The difference is Collections is located in the same building as the s8500, while the Contact Center is a different building running off a g700. My thought process being something to do with the Region or Locations but I see nothing on Service Observe in the setups. Their COR are identical, save what other COR they can SO. I even game one of the Managers my COR which can SO anyone just to test and it still pushed right to Listen/Talk. What's even stranger is if you use the FAC code for just Listen, it still does Listen/Talk!
Any ideas?
Now our Collections department utilzes Service Observe for the same purpose and it works fine. The difference is Collections is located in the same building as the s8500, while the Contact Center is a different building running off a g700. My thought process being something to do with the Region or Locations but I see nothing on Service Observe in the setups. Their COR are identical, save what other COR they can SO. I even game one of the Managers my COR which can SO anyone just to test and it still pushed right to Listen/Talk. What's even stranger is if you use the FAC code for just Listen, it still does Listen/Talk!
Any ideas?