Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco IP Phone Agent User Guide

24

June 2007

Supervisor Intervention

Your supervisor can intervene in calls you receive. He or she can:

■

“Barge In” on a call—join your call with a customer in a forced conference

■

“Intercept” a call—force a transfer of a customer call to him- or herself

■

Monitor your calls

■

Record your calls

Monitoring/Recording Notification

When your supervisor monitors or records your calls, you may or may not be notified, 
depending on how the system is configured. Notification can be enabled for recording 
only, monitoring only, or both.

If notification is enabled and your supervisor is monitoring and/or recording your call, 
one of the following terms appears on the status line of your IP phone screen (see 

):

■

Rec: indicates recording

■

Mon: indicates monitoring

■

Rec/Mon: indicates recording and monitoring

Figure 12. 

Caller Data screen showing that a call is being monitored and recorded 

 

by the supervisor. 

14:23 02/15/04

2101

Caller Data - ID:2311

Layout: Default

Talking : Rec/Mon

DNIS: 2101

Stats

ANI: 2301

Option