Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
C H A P T E R
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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)
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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 (i.e., the agent currently slected 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 or all 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, and for barge in and intercept calls.
assist calls, and for barge in and intercept calls.