Cisco Cisco Agent Desktop 9.0 Mode D'Emploi
Monitoring Agents
June 2007
37
Unified CM-Based Monitoring
Unified CM-based monitoring is available when an agent is logged into Agent Desktop
and is on an active call. You must also be logged into Agent Desktop, and in the Not
Ready agent state. It is not available when:
and is on an active call. You must also be logged into Agent Desktop, and in the Not
Ready agent state. It is not available when:
■
You are a participant in a phone call.
■
The agent you want to monitor is not on a call or has a call on hold.
■
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 Cisco IP
Communicator.
Communicator.
NOTE: Recording is not supported in Unified CM-based monitoring.
NOTE: Unified CM-based monitoring is supported only on certain
models of IP phones. For a complete list of IP phone models that
support Unified CM-based monitoring, see the Cisco CAD Installation
Guide.
models of IP phones. For a complete list of IP phone models that
support Unified CM-based monitoring, see the Cisco CAD Installation
Guide.
Your monitoring call (on your IP phone) ends when one of the following events occurs:
■
When the agent transfers or ends the monitored call
■
When you stop monitoring or exit Supervisor Desktop
■
When you or the agent exit Agent Desktop
Your monitoring call does not end if the agent conferences in another party or if the
agent closes Agent Desktop—Browser Edition.
agent closes Agent Desktop—Browser Edition.
To start monitoring a call using Unified CM-based monitoring:
1. Choose a call under an agent in the Agents tree.
2. Click the Start Voice Monitor button, or choose Intervention > Start Voice
Monitor.
The call is directed to your IP phone and answered automatically. The phone
does not ring.
does not ring.