Sometimes when a supervisor is monitoring an ACD agent on an IDS432 system, the supervisor can only here the agent and not the calling party. It works correctly most of the time. When the supervisor can't hear the calling party, we've tried to hang up and re-monitor, but with the same result. It won't work correctly again until we monitor another call or agent. The problem doesn't appear to be dependent on one agent...it happens to them all occasionally. It's possible that the problem only occurs for calls on one trunk. Has anyone seen this problem before? Any suggestion as to what I should try to solve it would be appreciated.

Does the lack of replies mean that nobody else has experienced this problem? Or, was my original post just not seen? Thanks, again, for any assistance you can provide.

--Andrew

Make sure none of the phones are on a DTMF combo card. Also make sure it is not just one line from Telco that is causing the problem. If the line levels are off it can cause simular problems.

Good Luck!!

Thanks, JJ. I'll ask the supervisors to hit the bad line key when it happens and see if I can track it. Rick also suggested that I try a barge-in when the silent monitor doesn't work, just to give me more clues as to when it's happening. I'll let you know what I find out.

If you are able to monitor the system, you can monitor what is happening on the "C" screen. Also the "F" screen will let you know what lines are being used in real time.