Cisco Cisco Agent Desktop 8.5 Riferimenti tecnici

Cisco CAD Service Information

280

May 2007

■

The supervisor is selecting a call to monitor, not an agent. If the 
Start Voice Monitor button is enabled when the supervisor 
selects an agent, CAD-based monitoring is being used.

■

The supervisor is not already on a call.

Problem

The system is configured to use Unified CM-based monitoring. The 
supervisor selects an agent’s call, but the Barge-in and Intercept 
buttons are disabled.

Solution

The supervisor must stop monitoring before doing a barge-in or 
intercept.

Problem

The system is configured to use Unified CM-based monitoring. The 
supervisor is monitoring a call. The Transfer and Conference buttons 
are disabled in the supervisor’s Agent Desktop.

Solution

Transfer and conference operations are not allowed on a monitoring 
call.

Problem

The system is configured to use Unified CM-based monitoring. The 
supervisor clicks the Start Voice Monitor button, but the monitoring call 
fails to establish. An error message appears in Supervisor Desktop and 
an Operation Failure message appears in the supervisor's Agent 
Desktop.

Solution

Causes of the problem may be one or more of the following:

■

The build-in-bridge on the agent's device is not enabled. The 
build-in-bridge can be turned on from Unified CM.

■

The Monitoring Call Search Space does not include the partition 
to which the agent's line belongs. The Monitoring Call Search 
Space can be turned on from Unified CM.

■

The monitored device doesn't support Unified CM-based silent 
monitoring. The supported models are: 7906G, 7911G, 7931G, 
7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and 7971G-GE. IP 
Communicator is not supported.