Silently Monitoring Agent who are also Supervisors

Hello,
I have setup agents so supervisors have the ability to monitor their calls. I have 4 users who are agents as well as supervisors. The supervisors can monitor agents who are strictly agents but are unable to monitor agents who are also supervisors. I had an agent make sure he was logged out of the supervisor desktop and logged into the agent desktop only. We made a call which he could answer but when a supervisor tried to monitor the call she received the error posted in the attachment. Troubleshooting thus far has been unsuccessful. Does anyone know if there are issues monitoring the calls of and agent who is also a supervisor? I've looked for documentation regarding this issue with no luck.
Thanks,
Ed

Hello
Run c:\program files\cisco\desktop\bin\NICQ.exe when a call is active on the agent.
In the same directory, NICQ...txt file will be created.
Check and make sure all tests are passed.
Its the initial test to make sure CAD PC is receiving RTP audio stream from PC or not.
Try this doc as well:
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml
Hope it helps
Shikhar

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