Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual
Emergency and Supervisor Assist Calls
Agents can activate supervisor assist or emergency assist buttons on their desktop when they
need special assistance from the primary or secondary supervisor assigned to their team.
need special assistance from the primary or secondary supervisor assigned to their team.
Agents can use the Supervisor and Emergency assist features, regardless of whether or not they
are on a call.
are on a call.
There are two types of supervisor and emergency assist calls:
•
Existing call - Consultative Conference
•
No call
Note: Blind Conference is not supported for Emergency and Supervisor Assist.
About Configuring Supervisor Features
Note: If you use Cisco Agent Desktop (CAD), you must configure the supervisor in Unified
ICM/CCE software first, then configure the supervisory features using Cisco Desktop
Administrator.
ICM/CCE software first, then configure the supervisory features using Cisco Desktop
Administrator.
The CTI Toolkit IPCC Supervisor Desktop includes functions that allow supervisors to monitor
and manage their agent team members. A supervisor desktop application has all of the capabilities
of an agent desktop application plus supervisor services to monitor and manage agent team
members. The desktop application supports the Barge-In and Intercept call monitoring features.
and manage their agent team members. A supervisor desktop application has all of the capabilities
of an agent desktop application plus supervisor services to monitor and manage agent team
members. The desktop application supports the Barge-In and Intercept call monitoring features.
Note: Refer to the Reporting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
for information on setting up Unified CCE supervisory features. These instructions help ensure
successful use of these features and accurate reporting. See the "
for information on setting up Unified CCE supervisory features. These instructions help ensure
successful use of these features and accurate reporting. See the "
" section for information about configuring supervisor features.
Barge-in
When using the CTI OS Desktop to barge in on an agent's call, a supervisor needs to select an
agent from the Team State Information grid and select a call from the Monitored Calls section.
The supervisor can select a call in this window and then select the Barge-In button. The
supervisor then becomes party to the call. The supervisor must be in the Not Ready state to use
the barge-in function.
agent from the Team State Information grid and select a call from the Monitored Calls section.
The supervisor can select a call in this window and then select the Barge-In button. The
supervisor then becomes party to the call. The supervisor must be in the Not Ready state to use
the barge-in function.
When using Cisco Supervisor Desktop, an agent supervisor can use the barge-in function while
in the Ready or Not Ready state.
in the Ready or Not Ready state.
Supervisor Desktop does not allow barge-in when the agent is:
•
On hold
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)
28
Chapter 2: Configuring CTI OS and CAD Desktop Features
About Configuring Supervisor Features