Cisco Cisco Agent Desktop 10.0 ユーザーガイド
Supervising Agents
If notification is enabled, the agent sees a message that you are attempting to intercept the phone call,
then sees a further message when the interception is successful.
then sees a further message when the interception is successful.
When you use the Intercept feature, voice monitoring is disabled. You can, however, record calls.
You cannot intercept if any of the following conditions are true:
n
The agent is on hold
n
You are already on another call
To intercept a phone call:
1. Select an agent call in the team view pane.
2. Click Intercept or choose Intervention > Intercept. The call is transferred to you.
If you are intercepting a conference call you are on, the agent call you selected in the team view pane
is dropped from the conference call, and all other participants in the conference call remain
connected.
is dropped from the conference call, and all other participants in the conference call remain
connected.
To drop the intercepted call:
n
In Agent Desktop, select the intercepted call in the contact appearance pane and then click Drop.
Recording a Call
You can use Supervisor Desktop to record, save, and play back ACD calls handled by agents on your team.
If enabled by the administrator, you can also record an agent’s non-ACD phone call.
If enabled by the administrator, you can also record an agent’s non-ACD phone call.
Note: Your ability to record depends on the features that are available in your system. If recording
is unavailable, the Start Record button on the toolbar is disabled.
is unavailable, the Start Record button on the toolbar is disabled.
Recordings are made on a per call basis, and multiple recordings can be in progress at the same time.
Recordings can be made on all lines for an agent, including non-ACD lines (if enabled by your
administrator). For instance, if an agent puts an active call on hold and starts another call, you can record
both calls, if the administrator configuration allows it.
Recordings can be made on all lines for an agent, including non-ACD lines (if enabled by your
administrator). For instance, if an agent puts an active call on hold and starts another call, you can record
both calls, if the administrator configuration allows it.
You use the Supervisor Record Viewer to review recorded calls.
You can use the Barge-in, Intercept, and Voice Monitor features while recording.
When recording a call, keep in mind the following considerations:
n
The recording feature is not intended to record every call. It is an on-demand solution only.
n
When you select a call from the Team View pane to record, only the voice activity for that particular
call is recorded. The recording is limited to the call you selected. In order to record all voice activity
from an agent across all lines, each call must be individually selected for recording. For instance, if
the agent puts the selected call on hold and switches to another call, you must select the other call
and press Record in order to record both calls.
call is recorded. The recording is limited to the call you selected. In order to record all voice activity
from an agent across all lines, each call must be individually selected for recording. For instance, if
the agent puts the selected call on hold and switches to another call, you must select the other call
and press Record in order to record both calls.
n
Your administrator must enable recording of non-ACD calls.
60