Cisco Cisco Unified Contact Center Enterprise 9.0(2) メンテナンスマニュアル
There are two types of supervisor and emergency assist calls:
•
Existing call - Consultative Conference
•
No call
Note: Blind Conference is not supported for Emergency and Supervisor Assist.
About Configuring Supervisor Features
Note: If you use Cisco Agent Desktop (CAD), you must configure the supervisor in ICM/IPCC
software first, then configure the supervisory features using Cisco Desktop Administrator.
software first, then configure the supervisory features using Cisco Desktop Administrator.
The IPCC Enterprise Supervisor Desktop includes functions that allow supervisors to monitor
and manage their agent team members. A supervisor desktop application has all of the capabilities
of an agent desktop application plus supervisor services to monitor and manage agent team
members. The desktop application supports the Barge-In and Intercept call monitoring features.
and manage their agent team members. A supervisor desktop application has all of the capabilities
of an agent desktop application plus supervisor services to monitor and manage agent team
members. The desktop application supports the Barge-In and Intercept call monitoring features.
Note: Refer to the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions for information
on setting up IPCC Enterprise supervisory features. These instructions help ensure successful
use of these features and accurate reporting. See
on setting up IPCC Enterprise supervisory features. These instructions help ensure successful
use of these features and accurate reporting. See
for information about configuring supervisor features.
Barge-in
When using the CTI OS Desktop to barge in on an agent’s call, a supervisor needs to select an
agent from the Team State Information grid and select a call from the Monitored Calls section.
The supervisor can select a call in this window and then click the Barge-In button. The supervisor
then becomes party to the call. The supervisor must be in the Not Ready state to use the barge-in
function.
agent from the Team State Information grid and select a call from the Monitored Calls section.
The supervisor can select a call in this window and then click the Barge-In button. The supervisor
then becomes party to the call. The supervisor must be in the Not Ready state to use the barge-in
function.
When using Cisco Supervisor Desktop (C.D.), an agent supervisor can use the barge-in function
while in the Ready or Not Ready state.
while in the Ready or Not Ready state.
C.D. does not allow barge-in when the agent is:
•
On hold
•
On two calls
•
On a conference call
•
The C.D. self is on another call
•
An IP Phone agent
IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)
18
Chapter 2: Configuring CTI OS and CAD Desktop Features
About Configuring Supervisor Features