Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Monitoring Agents

March 25, 2013

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Monitoring Agents

If your system configuration uses Cisco CallManager 4.x or Cisco Unified 
Communications Manager 5.x (Unified CM), CAD supports one kind of monitoring: 
CAD-based (agent-based) monitoring. 

If your system configuration uses Unified CM 6.0 or 7.0, CAD supports two kinds of 
monitoring: CAD-based monitoring and Unified CM-based (call-based) monitoring. 

The type of monitoring that is used is determined when the Cisco components of your 
system are installed. CAD uses either Unified CM-based or CAD-based monitoring, not 
both. Supervisor Desktop automatically determines which kind of monitoring is used 
when it is launched.

CAD-Based Monitoring

CAD-based monitoring is available whenever an agent is logged in to Agent Desktop. It 
is not available when:

■

You are a participant in a phone call (you cannot monitor yourself)

■

You use the Barge-In or Intercept function

NOTE:  Only one supervisor at a time can monitor a mobile agent.

When you use CAD-based monitoring, the monitored call is audible through your PC 
speakers. The volume slide on the Supervisor Desktop toolbar enables you to control 
the volume when monitoring an agent’s phone conversation. The system remembers 
your last volume setting and uses it the next time you log in.

In CAD-based monitoring, you can record while monitoring an agent.

1. Choose an agent in the Agents tree.

2. Click the Start Voice Monitor button, or choose Intervention > Start Voice 

Monitor.

■

Click the Stop Voice Monitor button, or choose Intervention > Stop Voice 
Monitor.