Cisco Cisco Computer Telephony Integration OS 8.5 Guía Del Usuario
C H A P T E R
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CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted
Release 8.0(1)
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Supervisor Softphone
The Supervisor Softphone includes functions that allow supervisors to monitor and manage their agent
team members. A supervisor softphone has all of the capabilities of an agent softphone plus supervisor
services to monitor and manage agent team members. The additional capabilities of a supervisor
softphone include:
team members. A supervisor softphone has all of the capabilities of an agent softphone plus supervisor
services to monitor and manage agent team members. The additional capabilities of a supervisor
softphone include:
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Provides real-time agent status information of all agent members managed by the supervisor.
•
Provides call information (call data and events) of an actively monitored agent (that is, the agent
currently selected in the Real-Time Statistics grid).
•
Supports call monitoring features (silent monitor, barge in, and intercept).
•
Supports emergency and supervisor assist calls.
•
Allows exchange of text messages between the supervisor and one of the agent team members
(chat).
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Allows the supervisor to change the agent state of a supervised agent to Logout or Ready, depending
on the agent’s current state.
on the agent’s current state.
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Enables supervisors to control their own states for receiving emergency and assist calls. Enables
supervisors to barge in on and intercept agent calls.
supervisors to barge in on and intercept agent calls.
Softphone User Interface
The Supervisor Softphone is similar in appearance and operation to the Agent Softphone. The softphone
buttons are grouped for login, agent state, dial/answer/release, hold/retrieve, alternate/reconnect,
conference/transfer, and tools.
buttons are grouped for login, agent state, dial/answer/release, hold/retrieve, alternate/reconnect,
conference/transfer, and tools.
illustrates the grouping of the Supervisor Softphone buttons. The following sections describe
each button grouping.
Figure 3-1
Supervisor Softphone