Cisco Cisco Agent Desktop 8.0 Technische Referenzen
Accessing Audio Streams
November 26, 2013
21
Unified CM Capture Method (UCCE Live Monitoring Only)
Unified CM Recording and Monitoring is a feature that allows call recording and live
monitoring using the built-in bridge of an IP phone to duplicate and send audio
streams. APIs exposed by Cisco allow third-party vendors to access this functionality.
The two main modes of this feature are Unified CM recording and live monitoring.
monitoring using the built-in bridge of an IP phone to duplicate and send audio
streams. APIs exposed by Cisco allow third-party vendors to access this functionality.
The two main modes of this feature are Unified CM recording and live monitoring.
Live Monitoring
In this mode, a supervisor wants to listen in on an agent’s call. The supervisor's phone
is used to listen to the agent's call. The Unified CM's JTAPI API allows an application to
issue the request to live monitor a call. An application is required to issue this
command on behalf of the supervisor. The supervisor uses this application to select
the agent device that is on a call and issue the command. The command includes the
supervisor's extension where the live monitoring call will be sent. The Unified CM tells
the built-in bridge on the agent's phone to duplicate and merge the two audio
streams, make a call to the supervisor's phone, and start sending the audio stream.
The live monitoring session ends when the original call ends, the supervisor hangs up,
or the supervisor transfers the call to another party.
In this mode, a supervisor wants to listen in on an agent’s call. The supervisor's phone
is used to listen to the agent's call. The Unified CM's JTAPI API allows an application to
issue the request to live monitor a call. An application is required to issue this
command on behalf of the supervisor. The supervisor uses this application to select
the agent device that is on a call and issue the command. The command includes the
supervisor's extension where the live monitoring call will be sent. The Unified CM tells
the built-in bridge on the agent's phone to duplicate and merge the two audio
streams, make a call to the supervisor's phone, and start sending the audio stream.
The live monitoring session ends when the original call ends, the supervisor hangs up,
or the supervisor transfers the call to another party.
Referring to the numbered devices in
, the sequence is as follows:
1. The agent accepts a call from a remote caller (1 > 2 > 3 > 4 > 7).
2. Software that is monitoring the agent’s device via the CTI interface with the
Unified CM is informed about the call (5 > 4 > 9).
Figure 8.
Unified CM recording