Cisco Cisco IP Contact Center Release 4.6.2 Design Guide

A supervisor using the CTI OS supervisor desktop can view the state and real-time statistics for a mobile 
agent using CTI OS agent desktop. A supervisor using the CTI OS supervisor desktop can also barge-in, 
intercept, and silent monitor calls of mobile agents using the CTI OS agent desktop. CTI OS does not 
provide agent call recording.

The system administrator must set a CTI OS 7.1 registry flag from the CTI OS setup program either 
during or after installation. The CTI OS agent desktop reads this value upon agent desktop startup. The 
CTI OS agent desktop will contain the Mobile Agent checkbox only if this CTI OS registry flag is set. 

CTI OS 7.1 provides a method for a supervisor to silently monitor a mobile agent using the CTI OS agent 
desktop. CTI OS includes a silent monitoring service that runs on a separate server. The silent 
monitoring service for mobile agents requires a NIC interface on the physical CTI OS Silent Monitor 
server to be connected to a SPAN port on a Cisco Catalyst switch. The Catalyst switch can SPAN a 
VLAN segment with multiple ingress or egress voice gateways, but not both.

Because the server NIC interface connected to the SPAN port cannot be used for communications with 
supervisor desktops and other Unified CCE components, a NIC interface must be dedicated for 
connection to the SPAN port. In duplex Unified CCE installations (which is a requirement for production 
deployments), the second server NIC interface is used for the private WAN connection and thus is not 
available for silent monitoring. Therefore, in duplex Unified CCE installations and as shown in 

, a separate server must be deployed with the silent monitor service running. One NIC 

interface communicates with supervisor desktops, and the other NIC interface is used to connect to the 
SPAN port on the Cisco Catalyst switch. A silent monitoring service can monitor multiple ingress or 
egress voice gateways (but not both), and a CTI OS instance may have only two monitoring services. 
However, a Unified CM cluster can support multiple PGs if more monitoring servers were needed.

Mobile agents using IP phones can use desktop monitoring to obtain the RTP stream.

The CTI OS supervisor desktop supports silent monitoring of both G.711 and G.729 media streams. The 
supervisor desktop is sent copies of whichever encoding format is used by the agent call. Note that there 
are two unidirectional media streams from the monitoring server to the supervisor desktop, which 
represent the bidirectional media streams of the agent call. The supervisor desktop blends those media 
streams and plays the resulting blended media stream through the sound resources on the supervisor 
workstation.

The CTI OS supervisor desktop enables a supervisor to silently monitor mobile CTI OS agents 
connected to any voice gateway that is being SPANned by a CTI OS silent monitoring service on the 
same CTI OS instance. The CTI OS supervisor desktop also allows a supervisor to silently monitor local 
CTI OS agents by using desktop monitoring. For more details on desktop monitoring, see the chapter on 

Unlike CAD SPAN port monitoring, CTI OS SPAN port monitoring does not statically associate an 
agent with a specific SPAN port monitoring service.

Customer Relationship Management (CRM) applications can be integrated with Unified CCE via 
CTI OS to allow an agent to log in via their CRM application, and they can be enhanced to allow an agent 
to have a mobile agent checkbooks option and to supply a call mode and phone number. However, those 
integrated CRM interfaces must be enhanced in order to support using mobile agents. It is likely that a 
mobile agent could log in via the CTI OS agent desktop and then continue to use the integrated CRM 
agent interface as usual for call control and any further agent state control. However, this capability 
would have to be verified for each CRM integrated offering.