Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
C H A P T E R
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CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted Release 7.1(1)
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Supervisor Softphone
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:
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.
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.
assist calls. Enables supervisors to barge in on and intercept agent calls.