Troubleshooting Live Monitoring Error Codes

When choosing to monitor a live call as explained in Monitoring an Agent Live, errors might occur. In such a case, the error code will be played to the Monitor/Coach at the time the request is processed. Below are the codes and their meanings.

Error	Description

Error	Description
9011	Error creating a voice conference. The voice conference could not be set up.
9012	The Pupil is in a conference call and the Coach could not be added to that specific call.
9013	The Pupil is no longer on the call.
9014	The User (who the Pupil was connected to) is no longer on the call.
9015	The Pupil is NOT in a conference call and the Coach could not be added to that specific conference.

Here is a usage example:

A Supervisor selects an Agent to monitor live as explained in Monitoring an Agent Live.
After clicking OK in the Live Monitoring dialog box, the IVR service dials the number entered by the Supervisor.
The IVR attempts to connect the Agent (as a Pupil), the Supervisor (as a Monitor if the Coaching feature is turned OFF; as a Coach otherwise) and the caller (as a User).
1. The User can hear the Pupil and other Users (if there are more Users in the call).
2. The Monitor (Coaching feature turned OFF) can hear the Pupil and User in the call, but no other parties can hear the Monitor unless the Monitor changes roles.
3. The Coach (Coaching feature turned ON) can hear the Pupil and User in the call, but only the Pupil can hear the Coach unless the Coach barges in.
4. The Pupil can hear the User, Coach, and other Pupils (if there are more Pupils in the call).
The Coach/Monitor will not hear error codes if no errors occur while establishing a conference call or adding more parties to the call. Otherwise, the errors listed above will be played, depending on the issue. These are pre-recorded system prompts that usually read out the error number, for example, “nine-oh-one-one” for error 9011.