Cisco Cisco E-Mail Manager Unity Integration Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
For details regarding the configuration of silent monitoring, system administrators can refer to the
CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, available at
CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, available at
Developers implementing either the CTI OS or Unified CM silent monitor should refer to the CTI OS
Developer's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, available at
Developer's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, available at
http://www.cisco.com/en/US/products/sw/custcosw/ps14/products_programming_reference_guide
s_list.html
s_list.html
Unified CM Silent Monitor
This section describes how CTI OS accomplishes silent monitoring when the CTI OS Server is
configured to use the Unified CM silent monitor.
configured to use the Unified CM silent monitor.
Unified CCE 7.2(1) adds support for the silent monitoring functionality available in Unified CM 6.0 and
higher.
higher.
illustrates the following message flow, which occurs when the Unified CM silent
monitor is initiated by the supervisor desktop:
1.
The supervisor initiates silent monitoring by sending the Agent.SuperviseCall() message to
Unified CCE.
Unified CCE.
2.
Unified CCE sends the Call.startMonitor() message to Unified CM.
3.
Unified CM instructs the supervisor's phone to call the built-in-bridge in the agent's phone.
4.
The supervisor's phone places the call to the built-in-bridge in the agent's phone.
5.
The agent's phone forwards a mix of the agent’s and customer's voice streams.
6.
Call events for the silently monitored call are sent from Unified CM to Unified CCE.
7.
CTI OS sends a SilentMonitorStarted event to the supervisor desktop.
8.
CTI OS sends a SilentMonitorStarted event to the agent desktop.
9.
CTI OS sends call events for the silently monitored call to the supervisor desktop.
Figure 4-6
Unified CM Silent Monitoring for Unified CCE
Unified CM silent monitoring works the same as other call control functionality provided by
Unified CM (such as conference, transfer, and so forth). When Unified CM is used for silent monitoring,
a message is sent from the desktop, through Unified CCE, through Unified CM, and out to the phones
where silent monitoring is executed.
Unified CM (such as conference, transfer, and so forth). When Unified CM is used for silent monitoring,
a message is sent from the desktop, through Unified CCE, through Unified CM, and out to the phones
where silent monitoring is executed.
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