Cisco Cisco Agent Desktop 9.0 Betriebsanweisung

Cisco Supervisor Desktop User Guide

36

March 25, 2013

Monitoring Agents

CAD supports two kinds of monitoring: 

■

Unified CM-based (call-based) monitoring

■

CAD-based monitoring

CAD-based monitoring consists of either desktop monitoring (used by Agent Desktop) 
or server (SPAN) monitoring (used by Agent Desktop, CAD-BE, and IP Phone Agent).

The type of monitoring that is used is determined when the Cisco components of your 
system are installed. CAD uses either Unified CM-based or CAD-based monitoring, not 
both. Supervisor Desktop automatically determines which kind of monitoring is used 
when it is launched.

NOTE:  If enabled by the administrator, you can monitor an agent’s 
non-ACD calls.

CAD-Based Monitoring

CAD-based monitoring is available whenever an agent is logged in to Agent Desktop 
(uses either desktop monitoring or server monitoring), CAD-BE (uses server monitoring 
only), or IP Phone Agent (uses server monitoring only). It is not available when:

■

You are a participant in a phone call (you cannot monitor yourself)

■

You use the Barge-In or Intercept function

NOTE:  Only one supervisor at a time can monitor an agent logged in 
to IP Phone Agent and a CAD-BE mobile agent.

When you use CAD-based monitoring, the monitored call is audible through your PC 
speakers. The volume slide on the Supervisor Desktop toolbar enables you to control 
the volume when monitoring an agent’s phone conversation. The system remembers 
your last volume setting and uses it the next time you log in.

In CAD-based monitoring, you can record while monitoring an agent.

1. Choose an agent in the Agents tree.

2. Click the Start Voice Monitor button, or choose Intervention > Start Voice 

Monitor.