Cisco Cisco Unified Contact Center Management Portal 11.0(1) Leaflet

CAD SPAN port monitoring of the ingress (or customer) voice gateway is not supported. CAD SPAN 
port monitoring of mobile agents using Cisco IP Phones is also not supported. For SPAN port monitoring 
to work, calls must pass through an egress (or agent) voice gateway, and the egress voice gateway must 
be a different voice gateway than the ingress voice gateway.

For more information on CAD supervisory silent monitoring and recording, see the chapter on 

.

CTI OS 7.1 and later releases support mobile agents. To use the mobile agent feature, the system 
administrator must enable the mobile agent while running the CTI OS setup program during or after 
installation. The CTI OS agent desktop will contain the Mobile Agent checkbox only after the mobile 
agent is enabled.

At agent login, if the mobile agent mode is selected, the mobile agent login dialog box is presented to 
the agent. The mobile agent must provide the local CTI port extension as the instrument, select a call 
mode, and provide a dialable phone number. (See 

.)

The phone number supplied must route to a VoIP endpoint (voice gateway, IP phone, or intercluster 
trunk) in the same location as the CTI port pair used by the agent. Otherwise, call admission control will 
not work correctly.

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.