Cisco Cisco Agent Desktop 8.0 Guía Del Usuario
Supervisor Intervention
November 2006
17
Supervisor Intervention
Your supervisor can intervene in calls you receive. He or she can:
■
“Barge In” on a call—join your call with a customer in a forced conference
■
“Intercept” a call—transfer a customer call to him- or herself in a forced
transfer
transfer
■
Monitor your calls
■
Record your calls
Monitoring/Recording Notification
You might or might not be notified when your supervisor monitors or records your
calls, depending on how the system is configured.
calls, depending on how the system is configured.
If notification is turned on and your supervisor monitors and/or records your call, you
will see one of the following displayed on your phone screen’s status line (see
will see one of the following displayed on your phone screen’s status line (see
):
■
Rec (recording)
■
Mon (monitoring)
■
Rec/Mon (recording and monitoring)
Notification can be turned on for either recording or monitoring, or both.
Figure 11.
Screen showing that a call is being monitored and recorded
by the supervisor.
by the supervisor.
14:23 02/15/04
2101
Caller Data - ID:2311
Layout: Default
Talking : Rec/Mon
DNIS: 2101
Stats
ANI: 2301
Option