silent monitor of ACD Agent : already monitored 1

[aesma]

Hello,

my colleague and I are setting up a call center and would like several supervisors/agents to be able to listen on the same call, most are new hires who will be listening on experienced hotliners.

The problem we have is that when one agent is monitoring another, when the second one tries to monitor, there is an "already monitored" message.

From what I've read in Mitel's documentation that should only happen after 6 supervisors are already monitoring.

Any ideas on what could be going on ?

I took a look at our Agent and Supervisor Class Of Services (I'm not the one who has set this up) and didn't notice anything different, what should differentiate them ?

Thanks

 

[kwbMitel]

What is your SW version?

Monitoring of up to 6 was added at MCD rel 7.0

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What's most important is that you realise ... There is no spoon.

 

[aesma]

My bad I should have mentioned this, and might have looked at the wrong documentation then.

Version is MCD 6.0 SP1.

I see that in that version "A call can be monitored by one station at a time. (Simultaneous monitoring by multiple stations is not supported.)".

Thanks a lot !