Cisco Cisco Agent Desktop 10.5 Guida Utente
Cisco Supervisor Desktop User Guide
36
March 25, 2013
Monitoring Agents
CAD supports two kinds of monitoring:
■
Unified CM-based (call-based) monitoring
■
CAD-based monitoring
CAD-based monitoring consists of either desktop monitoring (used by Agent Desktop)
or server (SPAN) monitoring (used by Agent Desktop, CAD-BE, and IP Phone Agent).
or server (SPAN) monitoring (used by Agent Desktop, CAD-BE, and IP Phone Agent).
The type of monitoring that is used is determined when the Cisco components of your
system are installed. CAD uses either Unified CM-based or CAD-based monitoring, not
both. Supervisor Desktop automatically determines which kind of monitoring is used
when it is launched.
system are installed. CAD uses either Unified CM-based or CAD-based monitoring, not
both. Supervisor Desktop automatically determines which kind of monitoring is used
when it is launched.
NOTE: If enabled by the administrator, you can monitor an agent’s
non-ACD calls.
non-ACD calls.
CAD-Based Monitoring
CAD-based monitoring is available whenever an agent is logged in to Agent Desktop
(uses either desktop monitoring or server monitoring), CAD-BE (uses server monitoring
only), or IP Phone Agent (uses server monitoring only). It is not available when:
(uses either desktop monitoring or server monitoring), CAD-BE (uses server monitoring
only), or IP Phone Agent (uses server monitoring only). It is not available when:
■
You are a participant in a phone call (you cannot monitor yourself)
■
You use the Barge-In or Intercept function
NOTE: Only one supervisor at a time can monitor an agent logged in
to IP Phone Agent and a CAD-BE mobile agent.
to IP Phone Agent and a CAD-BE mobile agent.
When you use CAD-based monitoring, the monitored call is audible through your PC
speakers. The volume slide on the Supervisor Desktop toolbar enables you to control
the volume when monitoring an agent’s phone conversation. The system remembers
your last volume setting and uses it the next time you log in.
speakers. The volume slide on the Supervisor Desktop toolbar enables you to control
the volume when monitoring an agent’s phone conversation. The system remembers
your last volume setting and uses it the next time you log in.
In CAD-based monitoring, you can record while monitoring an agent.
To start monitoring an agent using CAD-based monitoring:
1. Choose an agent in the Agents tree.
2. Click the Start Voice Monitor button, or choose Intervention > Start Voice
Monitor.