Cisco Cisco Computer Telephony Integration Option 9.0

Support emergency and supervisor assist calls.

Allow exchange of text messages between the supervisor and an agent team member (chat).

Ability to change agent state of supervised agent to Logout, Ready and Not Ready.

Enable supervisors to control their own states for receiving assist calls.

Support for recording calls via third-party software.

Refer to the CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & 
Hosted for detailed information about how to use the CTI Toolkit IPCC Supervisor Desktop.

Silent Monitor provides a supervisor with a means to listen in on agent calls in IPCC call centers that use CTI 
OS. Supervisors can send Silent Monitor requests to agent desktops without the agent being aware of any 
monitoring activity. Voice packets sent to and received by the monitored agent’s IP hard phone are captured 
from the network and sent to the supervisor desktop. At the supervisor desktop, these voice packets are 
decoded and played on the supervisor’s system sound card.

The necessary network topology is shown in 

Agents in this topology may have an IP hard phone. (The supervisor in this topology must have an IP 
hardphone.) If the agent has an IP hard phone, it must have an agent desktop PC connected to the second 
IP port. If the agent has IP Communicator, it must be installed on the same machine as the agent desktop.

 

Cisco IP Switch

Cisco IP Hardphone

(eg 7960) with 2 IP ports

CTIOS Agent Desktop

directly connected to

second port of IP hardphone

IPCC Supervisor desktop

Supervisor can either be

 

connected to the same IP switch, or

a remote switch, as long as the

ports for CTIOS and Silent Monitor

are accessible (e.g via a firewal).

CTIOS Server

 PG,  ICM

Callmanager

 other IPCC server components

Cisco IP Hardphone