Cisco Cisco Computer Telephony Integration OS 8.5 User Guide

Supervisor Silent Monitors Agent, 
Agent Consults and Conferences

You's silent monitor call will be put on hold, while the agent is 
talking to the consulted party. When the agent completes the 
conference, you will hear all parties on the conference.

This is slightly different than CTI OS based silent monitor. CTI 
OS based silent monitor will automatically monitor the active 
call (i.e. the consult call will be monitored until the conference is 
completed).

Supervisor Silent Monitors Agent 
Already Monitored by another 
Supervisor

You's start silent monitor button will be disabled when an agent 
who currently has a call monitored by another supervisor is 
selected in the agent grid.

Supervisor Silent Monitors Agent, 
Barges In, and Intercepts

Currently, a supervisor is not allowed to barge-in on an agent 
when he or she has an active call with the agent. Since silent 
monitor is implemented through a special call with the agent, you 
must stop silent monitoring by using either the release button or 
stop silent monitor button before barging in.

This is different than CTI OS based silent monitor. You does not 
need to stop silent monitor session to barge in.

Supervisor Silent Monitors and 
Consultative Conference

Supervisor Silent Monitors and 
Consultative Transfer

Supervisor Silent Monitors and 
Single Step Transfer

Not supported. The transfer and conference buttons are disabled 
when you is silent monitoring.

Supervisor Silent Monitors in Not 
Ready State

You is allowed to silent monitor in this state provided you has 
selected an agent who is in the talking state.

Supervisor Silent Monitors in 
Ready State

Supervisor Silent Monitors in 
Talking State

Supervisor Silent Monitors in Wrap 
up State

You is not allowed to silent monitor in these states. The start 
silent monitor button will be disabled.

This is different than CTI OS based silent monitor. Because CTI 
OS based silent monitor is not implemented through a call, you 
does not have to be not ready.

Supervisor Silent Monitors 
Outbound Agent

You can monitor an outbound agent the same as any other agent.

Supervisor Silent Monitors 
Outbound Agent with Reservation 
Call

When you select an outbound reservation call, the start silent 
monitor button will be disabled.

This is different than CTI OS based silent monitor. CTI OS based 
silent monitor does not prevent supervisors from monitoring the 
reservation call.

Supervisor Silent Monitors another 
Supervisor

When you monitor another supervisor, the you see the silent 
monitor call on the desktop. The button enablement for the 
monitoring supervisor is the same as when an agent is monitored. 
The monitored supervisor will not see the monitored call on the 
desktop.