Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
Configuring Non-ACD Calls (Multiline) Settings
March 31, 2014
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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.
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 Cisco Sync Service to make the change
take effect in CAD. For detailed information about configuring this parameter, see
“Configuring Unified CM-Based Silent Monitor” in the CTI OS System Manager's Guide
for Cisco Unified ICM/Contact Center Enterprise & Hosted at:
value of the StopSMNonACDCall registry subkey on the CTI OS server. Then, after you
restart the CTI OS server, you must restart the Cisco Sync Service to make the change
take effect in CAD. For detailed information about configuring this parameter, see
“Configuring Unified CM-Based Silent Monitor” in the CTI OS System Manager's 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.
need to check the Non-ACD Calls check box in the Display Settings page in Desktop
Administrator. This option is disabled by default.