Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
4-5
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 4 Managing Agents
Emergency and Supervisor Assist Calls
Cisco Unified Communications Manager (Unified CM) Based Silent Monitoring
Unified CM Based Silent Monitor Overview
Unified CM based Silent Monitor provides a supervisor with a means to listen in on agent calls in
Unified Contact Center call centers that use Unified CM version 6.0 and higher. Supervisors can send
Silent Monitor requests to monitor agents without the agent being aware of any monitoring activity.
When the Unified CM based approach is adopted for silent monitoring, the agent's phone is used to
forward the agent's converstion to the supervisor's phone.
Unified Contact Center call centers that use Unified CM version 6.0 and higher. Supervisors can send
Silent Monitor requests to monitor agents without the agent being aware of any monitoring activity.
When the Unified CM based approach is adopted for silent monitoring, the agent's phone is used to
forward the agent's converstion to the supervisor's phone.
Unified CM based silent monitor is the Unified CM implementation of silent monitor. When Unified CM
based silent monitor is used, silent monitor is implemented as a call. After initiating silent monitor, the
supervisor is able to hear the agent’s conversation using their phone. The following section describes
how to enable Unified CM based silent monitor in custom CTI OS applications.
based silent monitor is used, silent monitor is implemented as a call. After initiating silent monitor, the
supervisor is able to hear the agent’s conversation using their phone. The following section describes
how to enable Unified CM based silent monitor in custom CTI OS applications.
Silent monitor is triggered by selecting the start silent monitor button on the supervisor desktop. The call
that results from the silent monitor request displays on the supervisor desktop, but not the agent desktop.
On the Real-Time Status Grid, the agent is listed as monitored. Both the original call and the silent
monitor call are listed in the Monitored Calls grid.
that results from the silent monitor request displays on the supervisor desktop, but not the agent desktop.
On the Real-Time Status Grid, the agent is listed as monitored. Both the original call and the silent
monitor call are listed in the Monitored Calls grid.
CTI OS and Unified CM Based Silent Monitor Differences
Besides the differences in implementation CTI OS and Unified CM silent monitor also differ in when
they can be invoked and when they end.
they can be invoked and when they end.
Table 4-2
Silent Monitor Differences
CTI OS Silent Monitor
Unified CM Silent Monitor
The supervisor can silent monitor an agent in any
state, as long as the agent is logged in.
state, as long as the agent is logged in.
The supervisor can only silent monitor an agent
when the agent and customer are talking.
when the agent and customer are talking.
The supervisor can silent monitor an agent that is
on hold.
on hold.
The supervisor cannot silent monitor an agent that
is on hold.
is on hold.
When an agent consults, the supervisor
automatically hears the consult call.
automatically hears the consult call.
When an agent consults, the supervisor must stop
silent monitoring the held call and start silent
monitoring the consult call.
silent monitoring the held call and start silent
monitoring the consult call.
Supervisor can silent monitor while in any state.
The supervisor can only silent monitor when in
the not ready state.
the not ready state.
Supervisor can barge-in while silent monitoring.
The supervisor must stop silent monitoring before
barging in.
barging in.
When a call ends, as long as the supervisor has not
stopped silent monitoring, the supervisor
automatically silent monitors the next call.
stopped silent monitoring, the supervisor
automatically silent monitors the next call.
When the call that is being silent monitored ends,
the silent monitor call ends. The supervisor must
re-start silent monitor when the agent answers
another call.
the silent monitor call ends. The supervisor must
re-start silent monitor when the agent answers
another call.
Emergency and Supervisor Assist Calls
An agent may initiate Emergency and Supervisor Assist requests to get assistance from their supervisors.
The Emergency and Assist buttons are in the Supervisor Assist section of the Agent softphone.
The Emergency and Assist buttons are in the Supervisor Assist section of the Agent softphone.