Cisco Cisco Computer Telephony Integration Option 8.5 User Guide

Silent Monitoring (CTI OS and Unified CM-based) is supported with Agent Greeting and Whisper 
Announcement with this exception: For Unified-CM based Silent Monitoring, you, the supervisor, 
cannot hear the greetings and announcements themselves. 

For Whisper Announcements, the Silent Monitor button on your desktop is disabled while an 
announcement is playing.

For Agent Greeting the Silent Monitor button is not disabled, but if you click it while a greeting is 
playing a message displays asking you to try again shortly.

The Unified CCE Agent Re-Skilling Tool is a browser-based application that lets you change the skill group 
designations of agents on your team. It also lets you view skill group members and details on individual 
agents. Changes you make to an agent's skill group membership take place immediately; the agent does 
not need to exit and re-enter the system. If an agent is on a call when his skill group is changed, the 
statistics grid on the Agent Desktop is updated after the call ends.

You must have supervisor privileges to access the Agent Re-skilling Tool. To open it:

In your browser's address bar, enter: 

https://<agent_reskilling_server_ip_or_dns>/reskill

. The 

<agent_reskilling_server_ip_or_dns> you must enter will be provided to you by your administrator.

Select Enter. The Login page displays.

Enter your supervisor user name and password. Both user name and password are case-sensitive.

For further instructions on using the tool, see the Agent Re-skilling tool help.

Supervisor Barges In on Agent 
Monitored by another Supervisor

If supervisor A is monitoring Agent A and supervisor B barges 
in, supervisor A will hear the conference between Agent A, 
Supervisor B, and the customer.

Supervisor Silent Monitors Agent 
who's Device has Security Enabled

Unified CM will reject requests to silent monitor agents whose 
devices have security enabled. 
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