Cisco Cisco Computer Telephony Integration Option 8.5

The additional capabilities of a supervisor include:

Provide real-time agent status information of all agent team members 
supervised by the supervisor for all media (voice, e-mail, and web 
collaboration).

Provide call information (call data and events) for an actively monitored 
agent.

Support call monitoring features, including barge in, intercept, and silent 
monitoring of agents (see the next section). 

Support emergency and supervisor assist calls.

Allow exchange of text messages between the supervisor and an agent team 
member (chat).

Ability to change agent state of supervised agent to Logout, Ready and Not 
Ready.

Enable supervisors to control their own states for receiving assist calls.

Support for recording calls via third-party software.

Refer to the CTI OS Supervisor Desktop User Guide for Cisco IPCC Enterprise 
Edition for detailed information about how to use the CTI Toolkit IPCC 
Supervisor Desktop.

Silent Monitor provides a supervisor with a means to listen in on agent calls in IPCC 
call centers that use CTI OS. Supervisors can send Silent Monitor requests to agent 
desktops without the agent being aware of any monitoring activity. Voice packets sent 
to and received by the monitored agent’s IP hard phone are captured from the network 
and sent to the supervisor desktop. At the supervisor desktop, these voice packets are 
decoded and played on the supervisor’s system sound card.

The necessary network topology is shown in 

.