Cisco Cisco Computer Telephony Integration OS 8.5 Installation Guide

In order to upgrade to Release 7.1(1), Release 7.0(0) or one of its associated 
service releases of the CTI OS Server and CTI Toolkit Desktop Client must be 
installed on your system.

To install Release 7.1(1), go to the CTI OS Cisco Connection Online (CCO) 
public download area at

http://www.cisco.com/kobayashi/sw-center/contact_center/ctios/

and follow the posted instructions to download and install the Release 7.1(1) 
software.

This section provides an overview of the Silent Monitor Service and discusses the 
tasks involved in installing and configuring the Silent Monitor Service.

The terms silent monitor service and silent monitor server are used throughout 
this document.  Silent monitor service refers to a silent monitor service running 
on agent or supervisor's desktop computer or Citrix client.  This service handles 
silent monitor functionality for one agent or supervisor. Silent monitor server 
refers to a silent monitor service providing silent monitor functionality for a group 
of mobile agents.  These agents share the same gateway.

In CTI OS Release 7.1(1), silent monitor functionality resides in a separate silent 
monitor service, rather than in the CIL.  This is necessary to support both Citrix 
and Mobile Agent environments.  C++ agent and supervisor desktops 
communicate with the silent monitor service via a TCP connection. The agent 
desktop will use the silent monitor service to forward a voice stream to the 
supervisor's silent monitor service that will play the stream on the supervisor's 
computer's speaker.