Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Desktop Administrator User Guide

158

November 19, 2013

Configuring Display Settings

You can perform the following tasks on the Display Settings page of the Multiline, 
Monitoring & Recording node:

■

Enable supervisor to barge in or intercept agents’ ACD calls

■

Enable supervisor to barge in or intercept agents’ non-ACD calls

■

Enable agent notification messages for monitoring and recording

NOTE:  If an agent’s phone has multiple lines, you can configure the 
Agent Multiline Control Peripheral Gateway setting in the Unified ICM 
Control Manager so that the calls delivered to non-ACD extensions are 
also displayed in Agent Desktop and CAD-BE. See the Unified ICM 
Configuration Manager User Guide for details.

By default, supervisors can monitor or record agents’ ACD calls.

NOTE:  If you want to prevent a specific agent from being monitored 
and recorded, you must disable Desktop Monitoring and remove any 
assigned Monitor service from the agent’s extension on the VoIP 
Monitoring Device page. See 

 for more information.