Desktop: Silent monitoring call is not displayed after failover

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Desktop: Silent monitoring call is not displayed after failover

Problem Summary A Unified CCX supervisor is silently monitoring a call. Unified CCX/Finesse fails over from the current active node to the standby node while the silent monitoring call is in process. After the supervisor is signed in to the new active node, the desktop user interface displays the silent monitor call as a normal two-party call.
Error Message N/A
Possible Cause When the failover occurs, the standby node becomes the active node. When the supervisor is signed in to the new active node, the silent monitoring session is still intact. However, the silent monitoring properties of the call are lost. The Monitoring Agent icon is not displayed and the Barge In button is not available.
Recommended Action The supervisor can continue to silently monitor the call. If the supervisor wants to perform additional actions on the call (such as barge), the supervisor must end the call and start a new silent monitoring session.
Release Release 10.0(1), Release 10.5(1), Release 10.6(1)
Associated CDETS # None


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