Cisco Cisco Computer Telephony Integration OS 8.5 Technical References

AgentExtension

The agent’s ACD teleset extension. Either 
Connection CallID and ConnectionDevice 
ID, or one of AgentExtension, AgentID, or 
AgentInstrument must be provided.

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16

AgentID

The agent’s ACD login ID. Either 
ConnectionCallID and 
ConnectionDeviceID, or one of 
AgentExtension, AgentID, or 
AgentInstrument must be provided.

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12

AgentInstrument

The agent’s ACD instrument number. 
Either Connection CallID and 
ConnectionDevice ID, or one of 
AgentExtension, AgentID, or 
AgentInstrument must be provided.

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64

Supervisor Instrument

The supervisor’s ACD instrument number. 
This field is required for clients with ALL 
EVENTS or PERIPHERAL MONITOR 
service.

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64

Maximum message size (including header)

326

SUPERVISOR_CLEAR

The supervisor device is to be disconnected from the call.

0

SUPERVISOR_MONITOR

The supervisor device is to be connected to the call for silent 
monitoring. This allows the supervisor to hear all parties 
participating in the call.

A field SilentMonitorWarning in the Agent_Desk_Settings 
table determines if a warning message box will be prompted on 
agent desktop when silent monitor starts.

A field SilentMonitorASudible Indication in the 
Agent_Desk_Settings table determines if an audible click will 
be played to the call at beginning of the silent monitor.

1

SUPERVISOR_WHISPER

The supervisor device is to be connected to the call for training 
or whisper. This allows the supervisor to talks to the agent and 
the customer will not hear the call.

2

SUPERVISOR_BARGE_IN

The supervisor device is to be connected to the call as an active 
participant. This allows the supervisor to speak to all parties 
participating in the call, as in a conference.

3

SUPERVISOR_INTERCEPT

The supervisor device is to be connected to the call as an active 
participant and the agent connection will be dropped.

4