Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

The Supervisor Softphone includes functions that allow supervisors to monitor and manage their agent 
team members. A supervisor softphone has all of the capabilities of an agent softphone plus supervisor 
services to monitor and manage agent team members. The additional capabilities of a supervisor 
softphone include:

Provides real-time agent status information of all agent members managed by the supervisor.

Provides call information (call data and events) of an actively monitored agent (that is, the agent 

currently selected in the Real-Time Statistics grid).

Supports call monitoring features (silent monitor, barge in, and intercept). 

Supports emergency and supervisor assist calls.

Allows exchange of text messages between the supervisor and one of the agent team members (chat).

Allows the supervisor to change the agent state of a supervised agent to Logout or Ready, depending 
on the agent’s current state.

Enables supervisors to control their own states for receiving emergency and assist calls.  Enables 
supervisors to barge in on and intercept agent calls.

The Supervisor Softphone is similar in appearance and operation to the Agent Softphone. The softphone 
buttons are grouped for login, agent state, dial/answer/release, hold/retrieve, alternate/reconnect, 
conference/transfer, and tools.

 illustrates the grouping of the Supervisor Softphone buttons. The following sections describe 

each button grouping.