Cisco Cisco Computer Telephony Integration Option 9.0 Release Notes

Desktop for IPCC Enterprise now contains an additional column, Available for 
Call. The value in this column is listed as No if an agent is busy with a customer 
contact on any ICM media domain. See the Cisco ICM Software CTI OS Desktop 
for IPCC Enterprise User Guide for more information.

The following limitations exist in the Release 6.0 version of the Silent Monitor 
feature.

Silent Monitor is supported for use on Cisco IPCC Enterprise only. It is not 
supported for use on other ACDs.

An agent can be monitored only by one supervisor at a time.

A supervisor can monitor only a single agent at a time.

A supervisor needs to log on to a hardphone when silent monitoring via the 
IPCC Supervisor Softphone. The following Cisco IP Phones are supported for 
use with Silent Monitor.

7910+SW

7940

7960

The 7912 phone does not work, since it does not replicate voice packets on 
the second port

Agents need to be logged on to a supported hardphone with the Agent desktop 
PC connected to the second port of the phone (see the Cisco ICM Software 
CTI OS System Manager’s Guide) or via Media Termination.

Every active Silent Monitor session causes the same amount of network 
traffic as an additional voice call on the network. The network needs to be 
provisioned accordingly; see the Cisco ICM Software CTI OS System 
Manager’s Guide for guidelines.

There is no hard limit for concurrent Silent Monitor sessions. However, the 
maximum number of concurrent Silent Monitor sessions may be limited by 
the number of agents and supervisors, as well as the network’s ability to 
handle the additional network traffic (see previous item).