Cisco Cisco Agent Desktop 10.0 インストールガイド

Configuring Non-ACD Call (Multi-line) Settings

October 16, 2015

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The maximum call/call waiting setting must be set to 2/1 on all phone lines. The 
default setting is 4/2. For more information, refer to the “Multiple Call/Call Waiting 
Settings on Device SEPXXXXXXXXXXXX” section of Cisco Unified Communications 
Manager Configuration Guide for the Cisco TelePresence System at:

Call Monitoring and Recording

Non-ACD call monitoring and recording settings are configured on the CTI OS server. If 
non-ACD calls are displayed, the ability for supervisors to monitor and record agents’ 
non-ACD calls is enabled by default.

If you want to disable non-ACD call monitoring and recording, you need to change the 
value of the StopSMNonACDCall registry subkey on the CTI OS server. Then, after you 
restart the CTI OS server, you must restart the Sync Service to make the change take 
effect in CAD. For detailed information about configuring this parameter, see 
“Installing and Configuring the Silent Monitor Service” in the CTI OS System Manager 
Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted at:

Call Barge-in and Intercept

If you want to allow supervisors to barge in and intercept agents’ non-ACD calls, you 
need to check the Non-ACD Calls check box in the Display Settings page in Desktop 
Administrator. This option is disabled by default.