Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
4-4
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted
Cisco CTI OS Release 7.2(1)
Chapter 4 Managing Agents
Monitoring Calls
Silent Monitoring
Silent monitoring provides the supervisor with the ability to listen in on agent’s calls for quality control
and performance evaluation. Two silent monitoring types are supported for IPCC:
and performance evaluation. Two silent monitoring types are supported for IPCC:
•
CTI OS based
•
CCM based
Both CTI OS based and CCM based silent monitor sessions are started and stopped using the Start
Silent Monitor and Stop Monitoring Agent buttons on the Team State window.
Silent Monitor and Stop Monitoring Agent buttons on the Team State window.
Supervisor State Requirements for Silent Monitor
When using CCM based silent monitor, the supervisor must be in the Not Ready state in order to silent
monitor an agent.
monitor an agent.
When using CTI OS based silent monitor, the supervisor is able to silent monitor when in the Ready
state.
state.
CTI OS Based Silent Monitoring
A supervisor can choose to silent monitor an agent on his/her team. Silent Monitoring means that voice
packets sent to and received by the agent’s IP device are captured from the network and sent to the
supervisor desktop. At the supervisor desktop, these voice packets are decoded and played on the
supervisor’s system sound card.
packets sent to and received by the agent’s IP device are captured from the network and sent to the
supervisor desktop. At the supervisor desktop, these voice packets are decoded and played on the
supervisor’s system sound card.
Note
For an agent to participate in a Silent Monitor session, the CTI OS Agent Desktop must support
Silent Monitor. Silent Monitor functionality is enabled in the login configuration settings. In
addition, a specific network topology is required for Silent Monitor support. See the CTI OS
System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for details on how
to set up Silent Monitor configuration settings and on the necessary network topology.
Silent Monitor. Silent Monitor functionality is enabled in the login configuration settings. In
addition, a specific network topology is required for Silent Monitor support. See the CTI OS
System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for details on how
to set up Silent Monitor configuration settings and on the necessary network topology.
To start a Silent Monitor session, a supervisor must select a logged in agent from the Team State
Information grid and then click the Start Silent Monitor button. When the targeted agent desktop
accepts the session, the voice conversation between the monitored agent and the caller will be
forwarded to the supervisor desktop and played back on the soundcard of the system.
Information grid and then click the Start Silent Monitor button. When the targeted agent desktop
accepts the session, the voice conversation between the monitored agent and the caller will be
forwarded to the supervisor desktop and played back on the soundcard of the system.
Note
Silent Monitor does not capture and translate DTMF digits that are pressed on either the CTI OS
Agent Desktop or on an agent's IP device.
Agent Desktop or on an agent's IP device.
To stop a Silent Monitor session, a supervisor clicks the Stop Monitoring Agent button anytime during
the session. As soon as the supervisor clicks the button, the voice conversation stops playing back.
the session. As soon as the supervisor clicks the button, the voice conversation stops playing back.