Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual
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On two calls
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On a conference call
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Already on another call
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Running Cisco Agent Desktop—Browser Edition (CAD-BE)
Intercept
When using the CTI OS Desktop, you can only use the Intercept button after barge-in. The
supervisor can use the Intercept button to remove the agent from the call, leaving only the
supervisor and the customer on the call.
supervisor can use the Intercept button to remove the agent from the call, leaving only the
supervisor and the customer on the call.
Note: The Intercept button mentioned above refers to the button located on the CTI OS Desktop
(soft phone), not the button on the hard phone.
(soft phone), not the button on the hard phone.
When using Cisco Supervisor Desktop, an agent supervisor can intercept an agent's call without
using barge-In.
using barge-In.
Supervisor Desktop does not allow intercept when the agent is:
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On hold
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On two calls
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The Supervisor Desktop self is on another call
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An IP Phone agent
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)
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Chapter 2: Configuring CTI OS and CAD Desktop Features
About Configuring Supervisor Features