Live Monitoring an Agent Halts Incoming Calls for That Agent

Symptom

When a supervisor tries to live monitor an agent they never receive the call allowing them to monitor.

Applies To

• 8x8 Contact Center
• 8x8 Agent Workspace 
• Call Monitoring 

Resolution

There are two possible solutions to the issue

1. First, make sure that the supervisor is able to receive calls from 8x8 Contact Center:
   1. Have the supervisor log into the 8x8 Agent Workspace.
   2. Have the supervisor choose to work offline.
   3. Have the supervisor bring up their Profile and click on the Make Verification Call button.
      • If the supervisor gets the verification call proceed to step 2.
      • If the supervisor did not get the verification call work with them to get their workplace phone settings corrected.
   4. Once verification is working have the supervisor attempt to monitor an agent again, if that doesn't work proceed to step 2.
2. Next, Reset the supervisor's supervisor status.
   1. As administrator log into the Contact Center Configuration manager.
   2. Bring up the supervisor's user record for editing.
   3. Click on the Supervisor tab.
   4. Uncheck the This user is supervisor checkbox.
   5. Save the record.
   6. Click on the Supervisor tab.
   7. Check the This user is supervisor checkbox.
   8. Save the record.
   9. Have the supervisor log out of the Agent Workspace if they are logged in and then log back in and check if they're able to monitor now.

Additional Information

If the supervisor is still not able to use monitoring successfully please contact support for further assistance.