Could not get IWS Supervisor funcionality work

[pablocaamano]

Hi everybody,

I am trying to achieve supervisor functionality in IWS. I have read Interaction workspace deployment guide without luck.

I have configured an agent (agranja) with a "TeamLead" Role, with all Team Lead Privileges allowed.
This agent is Supervisor of a particular Agent Group(Premium), this is defined in the agent group->advanced->Supervisor. https://imageshack.com/i/ipYkCYnzp

When the Supervisor searches in IWS a particular agent of the Premium agent group, he could not get the option to supervise the call.
Supervisor and agents are logged in Genesys SipServer.

I have look at iws logs, but i donīt find any message refered to supervisor module. Even more, i search for an agent in IWS search bar, i get the agent, but i could not get any option releated with supervision.
https://imageshack.com/i/f0wolJI3p

I believe that it could be possible, that any missing configuration is needed, but i canīt figured out what is it.

I would really appreciate if anyone could give me some help with it.

Regards!

[Kubig]

Genesys is integrated with PBX or is based on Genesys SIP server? If SIP, check the supervision features configuration on SIP server application object level

[pablocaamano]

Hi Kubig,

Genesys is integrated with Genesys SIPServer, i will re-check the sip server configuration options as soon as I get to the work.
I will post what I find.

Thanks for your help.

[pablocaamano]

Hi Kubig,

I have review Feature Configuration of SIP Server Deployment guide, as I can see, the options mentioned in the manual are corrected defined in the sipserver options.

I find strange that the option to supervise a particular call in iws is not display...

[Kubig]

You have to made some mistake during the implementation. I have just tried it now in my lab and all works as expected.

[pablocaamano]

Yeah this is a possibility, but i have made it twice... so i do not know...
Kubig, what deployment manual are you using? Because i donīt find anything in The Interaction Workspace Deployment Manual, only the descrition of making agent team lead. But nothing about IWS configuration (I do not if it is needed ).

Thanks!

[Kubig]

At most using the user guide for IWS and SIP deployment guide. On IWS site are little part of entire configuration.