Originally Posted by afeinberg

We have a 2616 that up until a week or so ago we could observe both manually from a supervisor's set and automatically using our call recording package which uses virtual agents to service observe. Now when we try, we get a busy signal at the supervisor set and the call recording software initiates the observe, but we get about 20 seconds of busy signal then silence on the recording.

Coincidentally, this is a station in the same call center I posted about agent status earlier. The Call Center Supervisors have suspicions that agents are practicing shady tactics, specifically the agent that normally sits at this phone.

We've disabled and re-enabled the set, de and reacquired, visually inspected, it seems fine. All other functionality remains intact.

The station hasn't changed in months and this problem surfaced last week.

Any thoughts?



Thanks!
Al