Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco IP Phone Agent User Guide
24
April 2011
Supervisor Intervention
Your supervisor can intervene in calls you receive by performing any of the following
actions:
actions:
■
“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 might or might not be
notified, depending on how the system is configured. Notification can be enabled for
recording only, monitoring only, or both.
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
(
one of the following terms appears on the status line of your IP phone screen
(
■
Rec: indicates recording
■
Mon: indicates monitoring
■
Rec/Mon: indicates recording and monitoring
Figure 12.
Caller Data screen showing call recording and monitoring
14:23 02/15/09
2101
Caller Data - ID:2311
Layout: Default
Talking : Rec/Mon
DNIS: 2101
Stats
ANI: 2301
Option