Silent monitoring fails

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Silent monitoring fails

Problem Summary Silent monitoring fails.
Error Message

Silent monitoring failed. Agent does not have an active connection. Possible cause: agent call state is onHold. (CTIError=13110)

Silent monitoring feature is not enabled on PG User. Please check CCM configuration. (CTIError=13138)

Agent device does not support silent monitoring or its built-in-bridge is not enabled. (CTIError=13139) 

CCM is not configured correctly for silent monitor call. Please check CCM version and configuration. (CTIError=13140) 

Agent device build-in-bridge is not enabled. Please check your CCM configuration. (CTIError=13141) 

Silent Monitor operation failed: Line not in search space. Please check your CCM version. (CTIError=13142) 

Silent Monitor operation is not supported for mobile agents. (CTIError=13143)

Silent monitoring operation failed. Agent phone build-in-bridge is not turned on or it does not have the monitoring capability. (CTIError=13144)

Silent monitoring request has encountered error. Possible cause: agent does not have a call in talking state. (CTIError=13145)

Silent monitoring request has encountered error. Possible cause: invalid supervisor state. (CTIError=13146)

Silent monitoring request has encountered error. Possible cause: agent call may have been ended. (CTIError=13147)

Silent monitoring request has encountered error. Possible cause: agent has no talking call. (CTIError=13148)

Unable to silent monitor at this time (CTIError=*)

Possible Cause

CTI Error 13110: Agent may have been in HOLD state.

CTI Error 13138: CCM configuration error with PG user.

CTI Error 13139: Agent device issue.

CTI Error 13140: CCM configuration or version is incorrect.

CTI Error 13141: Agent device issue.

CTI Error 13142: CCM configuration or version is incorrect.

CTI Error 13143: The agent is a mobile agent.

CTI Error 13144: Agent device issue.

CTI Error 13145: The agent is no longer in TALKING state.

CTI Error 13146: The supervisor is not in NOT_READY state.

CTI Error 13147: The agent is no longer on the call.

CTI Error 13148: The agent may have the call on HOLD.

CTI Error *: Generic error that Finesse returns for a CTI error if no other case applies.

Recommended Action

CTI Error 13110: Agent may have been transitioning from TALKING state to HOLD state. Confirm the agent is in TALKING state and make the silent monitor request again.

CTI Error 13138: Ensure that "Standard CTI Allow Call Monitoring" is enabled (in CCM, User Management > Application User > "pg" > Find, Add "Standard CTI Allow Call Monitoring).

CTI Error 13139: Ensure that the agent's device supports silent monitoring (for example, 7970), the device has the Built in Bridge (BIB) enabled, and the device has been reset after enabling BIB.

CTI Error 13140: Confirm that CCM is the corrrect version and is configured correctly. For more information, see the CCM documentation.

CTI Error 13141: Ensure that the Built in Bridge (BIB) has been enabled for the agent device and the device has been reset after enabling BIB.

CTI Error 13142: For more information, see the CCM documentation. 

CTI Error 13143: Finesse does not support mobile agents. Do not try to silent monitor mobile agents.

CTI Error 13144: Ensure that the agent's device supports silent monitoring (for example, 7970), the device has the Built in Bridge (BIB) enabled, and the device has been reset after enabling BIB.

CTI Error 13145: When CTI processed the request, the agent no longer had a call in TALKING state. Try the request again.

CTI Error 13146: The supervisor must be in NOT_READY state to use silent monitoring. Make sure the supervisor is in NOT_READY state and try again.

CTI Error 13147: At the time CTI processed the request, the agent was not in TALKING state. Verify that the agent is in TALKING state and try again.

CTI Error 13148: At the time CTI processed the request, the agent was not in TALKING state. Verify that the agent is in TALKING state and try again.

CTI Error *: Consult CTI troubleshooting documentation.

Release Release 8.5(3), Release 9.0(1), Release 9.1(1), Release 10.0(1), Release 10.5(1)
Associated CDETS # None.


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