API: Silent Monitor request to an agent on secondary extension

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API: Silent Monitor request to an agent on secondary extension

Problem Summary A supervisor uses the Finesse API to make a request to silent monitor an agent who is on a call on the agent's secondary extension. The API request goes through and the supervisor can silently monitor the call. However, on the Finesse user interface, if the agent is on a call on a secondary extension, the Silent Monitor button is disabled.
Error Message N/A
Possible Cause

The silent monitor request can only be made using the Finesse API. This option is not available in the Finesse user interface for the out-of-the-box Finesse desktop.

The silent monitor request is sent through the Finesse API and contains the agent's primary extension as the extension to monitor (for example, with a third-party application that uses the Finesse API). However, the supervisor cannot perform any further operations on this silent monitor call (such as Barge). The supervisor must hang up to end the silent monitor call.

Recommended Action None. This is expected behavior.
Release Release 10.5(1), Release 10.6(1), Release 11.0(1)
Associated CDETS # None 


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