Cisco Cisco Agent Desktop 9.0 Betriebsanweisung

Monitoring Agents

June 2007

37

Unified CM-Based Monitoring

Unified CM-based monitoring is available when an agent is logged into Agent Desktop 
and is on an active call. You must also be logged into Agent Desktop, and in the Not 
Ready agent state. It is not available when:

■

You are a participant in a phone call.

■

The agent you want to monitor is not on a call or has a call on hold.

■

The agent being monitored is logged in as a mobile agent.

In Unified CM-based monitoring, when you start monitoring an agent’s call, a new call 
is directed to your IP phone and answered automatically. The phone does not ring. You 
can listen to the phone call through a headset, speaker, or handset. The new call on 
your IP phone, or your “monitoring call”, appears in Agent Desktop as an outbound call 
and also in the Supervisor Desktop tree control as an active call.

While you are monitoring a call, you cannot use the Barge-In, Intercept, Conference, or 
Transfer functions. You must stop monitoring to use one of these functions.

NOTE:  You cannot monitor an agent who is using Cisco IP 
Communicator.

NOTE:  Recording is not supported in Unified CM-based monitoring.

NOTE:  Unified CM-based monitoring is supported only on certain 
models of IP phones. For a complete list of IP phone models that 
support Unified CM-based monitoring, see the Cisco CAD Installation 
Guide.

Your monitoring call (on your IP phone) ends when one of the following events occurs:

■

When the agent transfers or ends the monitored call

■

When you stop monitoring or exit Supervisor Desktop

■

When you or the agent exit Agent Desktop

Your monitoring call does not end if the agent conferences in another party or if the 
agent closes Agent Desktop—Browser Edition.

1. Choose a call under an agent in the Agents tree.

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

Monitor.

The call is directed to your IP phone and answered automatically. The phone 
does not ring.