Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 4 Building Your Application
Enabling Silent Monitor in Your Application
Following is a code sample for initiating and ending a silent monitor session:
‘Stop Silent Monitor ModeRequest
m_SMManager.StopSilentMonitorMode
‘Remove silent monitor manager object from session
errorcode = m_session_SetCurrentSilentMonitor(Nothing)
‘Destroy silent monitor manager object
errorcode = m_session.DestroySilentMonitorManager()
Initiating SilentMonitor from Monitor Mode Applications
CTI OS Silent Monitor is configured, initiated, and ended the same in monitor mode as it is in agent
mode. There is one additional step in monitor mode. The OnCallRTPStarted and OnCallRTPStopped
events must be included in the filter used by the monitor mode application. An example follows.
mode. There is one additional step in monitor mode. The OnCallRTPStarted and OnCallRTPStopped
events must be included in the filter used by the monitor mode application. An example follows.
// 116 = OnCallRTPStarted
// 117 = OnCallRTPStopped
m_session.SetMessageFilter("MessageID = 116, 117")
Note
Refer to
for additional information.
Enabling Unified CM Based Silent Monitoring in your Application
CCM Based Silent Monitor Overview
CCM based silent monitor is the Call Manager implementation of silent monitor. When CCM 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.
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.
Agents can only be silent monitored by one supervisor at a time.
CCM based silent monitor is supported in all CILs.
The CTI Toolkit Combo Desktop .Net sample includes CCM based silent monitor source code.
The following section describes how to enable CCM based silent monitor in custom CTI OS
applications.
applications.
CTI OS Monitor Mode Applications
CCM based silent monitor is not supported for CTI OS monitor mode applications.
Initiating a CCM Based Silent Monitor Request
Before initiating CCM based silent monitor, ensure that CCM based silent monitor has been configured.
Refer to
Refer to
for additional information.
CCM Based silent monitoring is initiated through the SuperviseCall() method associated with the
supervisor's Agent object. To start silent monitor:
supervisor's Agent object. To start silent monitor:
•
The SupervisoryAction parameter must be set to eSupervisorMonitor.
•
The AgentReference parameter must be set to the unique object ID of the agent to be silent
monitored.
monitored.