Cisco Cisco Computer Telephony Integration Option 8.5 ユーザーガイド

Supervisor Silent Monitors Agent

The supervisor is silent monitoring an agent. Because Unified 
CM based silent monitor is implemented via a call, the supervisor 
can hold, retrieve, and release the call. This is different than CTI 
OS based silent monitor where silent monitor is implemented 
using a UDP stream between the two monitoring party's 
desktops.

Supervisor Silent Monitors Agent 
and Updates Call Data

The supervisor is able to update call data for a silent monitor call. 
However, since the call cannot be transferred or conferrenced, 
and since the agent cannot see the call, this functionality has 
limited use. This is not possible using CTI OS based silent 
monitor because no call exists for the silent monitor session.

Supervisor Stops Silent Monitoring The monitoring call is linked to the call being monitored. When 

either the agent or the customer terminates the monitored call, the 
monitoring call ends as well. 

The supervisor can also stop monitoring anytime after it is started 
by releasing the monitor call either from his desktop or his IP 
Phone. This is different than CTI OS based silent monitor 
because no call exists for the silent monitor session.

Supervisor Selects Agent with a 
Call while Silent Monitoring 
another Agent

Since supervisors are not allowed to silent monitor two agents at 
the same time, the supervisor's start silent monitor button will be 
disabled.

Supervisor Silent Monitors Agent, 
Agent Holds and Resumes Call

In this case, the supervisor is silent monitoring an agent while an 
agent puts the call on hold and then resumes the call. When the 
call is on hold, the supervisor's silent monitor call will be put on 
hold. A MOH server will not be inserted into the silent monitor 
call so the supervisor will hear nothing until the agent resumes 
the call. The only means the supervisor has of knowing that the 
agent has put the call on hold is the agent's call's appearance on 
the supervisor desktop's Monitored Calls grid.

Supervisor Silent Monitors Agent, 
Customer/Other Agent Local to 
Unified CM Holds Call

In this case, the supervisor is silent monitoring an agent on a call 
with another agent or customer; supervisor and agent are on the 
same Unified CM. When the customer or other agent puts the call 
on hold, the supervisor's silent monitor call will be put on hold. 
A MOH server will be inserted into the silent monitor call so the 
supervisor will hear MOH.

Supervisor Silent Monitors 
Customer External to Unified CM 
Holds Call

In this case, the supervisor is silent monitoring an agent on a call 
with a customer using a device not controlled by Unified CM. 
When the customer puts the call on hold, the supervisor's silent 
monitor call will be put on hold. Unified CM may not be aware 
of the customer putting the call on hold. The supervisor will hear 
whatever the agent hears.

Supervisor Silent Monitors Agent, 
Supervisor Holds and Retrieves 
Silent Monitor Call

When the supervisor holds a silent monitor call, the supervisor 
will hear nothing when the call is put on hold. A MOH server will 
not be inserted into the call.

This is not allowed in CTI OS based silent monitor because the 
CTI OS silent monitor solution is not implemented through a 
call.