SIP Monitoring items are not displayed in action menu of Genesys Desktop

Voice & Telephony
1

Hi guys,

I use SIP Server 7.6 with Stream Manager 7.5 and Genesys Desktop 7.5.
I use snomphone as an IP Soft Phone.

I do not manage to make any sip monitoring from Genesys Supervisor Desktop.
I do not see the items relating to monitoring in Actions menu after selecting an agent.

Neither do I see the item allowing to logout an agent,

Any Idea?

2

Hi all, nobody ever tried to use sip functionalities of Genesys Desktop? Even if you have no clue about my issue, please confirm you already saw it work (silent monitoring, whisper coaching or intrusion)

3

HI there!

u mast change default administrativ view for it. by default u see all agent group, but this functional work only under selected agent group view.

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4

Where do you learn more about SIP functionality of Genesys Desktop? What version offers it?

5

HI

did u have Genesys Desktop 7.x Deployment Guide ? It’s short and has very limeted information sip functionality of gad, but may be its help to u.

2 Likes
6

Thanks a lot Timur, you are just right : it works under selected agent group view.
Ot at least I can see the monitoring items in the actions menu.
But they are greyed out.
Perhaps you also have some clue about it?

7

hi Gui75

question is still actual ? jast check the user permision and the anex group security

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8

Hi Timur,
Yes this is still actual.
My user is in the administrator group.

I will try to configure it as a super administrator to see if it changes anything.

1 Like
9

hi Gui75

go to the CME, open superviser person, opent the anex tab. found the “Security” (beware it’s a case sensetive) section . open it. for full priveleged user u mast see next option:
Supervisor=1
SupervisorAdhoc=2
SupervisorExtended=10
SupervisorMonitoring=1

look in Genesys Desktop 7.x Deployment Guide for description of this option and set it as u need.