Cisco Cisco Agent Desktop 8.5 Mode D'Emploi
Monitoring Agents
March 25, 2013
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The agent you want to monitor is not on a call or has a call on hold.
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The agent being monitored is logged in as a mobile agent.
In Unified CM-based monitoring, when you start monitoring an agent’s call, a new call
is directed to your IP phone and answered automatically. The phone does not ring. You
can listen to the phone call through a headset, speaker, or handset. The new call on
your IP phone, or your “monitoring call”, appears in Agent Desktop as an outbound call
and also in the Supervisor Desktop tree control as an active call.
is directed to your IP phone and answered automatically. The phone does not ring. You
can listen to the phone call through a headset, speaker, or handset. The new call on
your IP phone, or your “monitoring call”, appears in Agent Desktop as an outbound call
and also in the Supervisor Desktop tree control as an active call.
While you are monitoring a call, you cannot use the Barge-In, Intercept, Conference, or
Transfer functions. You must stop monitoring to use one of these functions.
Transfer functions. You must stop monitoring to use one of these functions.
NOTE: You cannot monitor an agent who is using IP Communicator.
NOTE: Recording is not supported in Unified CM-based monitoring.
NOTE: Unified CM-based monitoring is supported only on certain
IP phone models. For a complete list of IP phone models that support
Unified CM-based monitoring, see the CIsco Unified Contact Center
Enterprise (Unified CCE) Software Compatibility Guide.
IP phone models. For a complete list of IP phone models that support
Unified CM-based monitoring, see the CIsco Unified Contact Center
Enterprise (Unified CCE) Software Compatibility Guide.
Your monitoring call does not end if the agent conferences in another party or if the
agent closes CAD-BE. Your monitoring call (on your IP phone) ends when one of the
following events occurs:
agent closes CAD-BE. Your monitoring call (on your IP phone) ends when one of the
following events occurs:
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When the agent transfers or ends the monitored call
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When you stop monitoring or exit Supervisor Desktop
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When you or the agent exit Agent Desktop
To start monitoring a call using Unified CM-based monitoring:
1. Select a call under an agent in the Agents tree.
2. Click Start Voice Monitor or choose Intervention > Start Voice Monitor. The call
is sent to your IP phone and answered automatically. The phone does not ring.
To stop monitoring a call using Unified CM-based monitoring:
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Click Stop Voice Monitor, choose Intervention > Stop Voice Monitor, or end the
call on your IP phone.
call on your IP phone.