Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Monitoring Agents
July 2008
35
Unified CM-Based Monitoring
Unified CM-based monitoring is available when an agent is logged into Agent Desktop
and is on an active call. You must also be logged into Agent Desktop, and in the Not
Ready agent state. It is not available when any ofthe following conditions are true:
and is on an active call. You must also be logged into Agent Desktop, and in the Not
Ready agent state. It is not available when any ofthe following conditions are true:
■
You are a participant in a phone call.
■
The agent you want to monitor is not on a call or has a call on hold.
■
The agent being monitored is logged in as a mobile agent.
In Unified CM-based monitoring, when you start monitoring an agent’s call, a new call
is directed to your IP phone and answered automatically. The phone does not ring. You
can listen to the phone call through a headset, speaker, or handset. The new call on
your IP phone, or your “monitoring call”, appears in Agent Desktop as an outbound call
and also in the Supervisor Desktop tree control as an active call.
is directed to your IP phone and answered automatically. The phone does not ring. You
can listen to the phone call through a headset, speaker, or handset. The new call on
your IP phone, or your “monitoring call”, appears in Agent Desktop as an outbound call
and also in the Supervisor Desktop tree control as an active call.
While you are monitoring a call, you cannot use the Barge-In, Intercept, Conference, or
Transfer functions. You must stop monitoring to use one of these functions.
Transfer functions. You must stop monitoring to use one of these functions.
NOTE: You cannot monitor an agent who is using IP Communicator.
NOTE: Recording is not supported in Unified CM-based monitoring.
NOTE: Unified CM-based monitoring is supported only on certain IP
phone models. For a complete list of IP phone models that support
Unified CM-based monitoring, see the Cisco CAD Installation Guide.
phone models. For a complete list of IP phone models that support
Unified CM-based monitoring, see the Cisco CAD Installation Guide.
Your monitoring call does not end if the agent conferences in another party or if the
agent closes Agent Desktop—Browser Edition. Your monitoring call (on your IP phone)
ends when one of the following events occurs:
agent closes Agent Desktop—Browser Edition. Your monitoring call (on your IP phone)
ends when one of the following events occurs:
■
When the agent transfers or ends the monitored call
■
When you stop monitoring or exit Supervisor Desktop
■
When you or the agent exit Agent Desktop
To start monitoring a call using Unified CM-based monitoring:
1. Select a call under an agent in the Agents tree.
2. Click Start Voice Monitor or choose Intervention > Start Voice Monitor. The call
is sent to your IP phone and answered automatically. The phone does not ring.
To stop monitoring a call using Unified CM-based monitoring:
■
Click Stop Voice Monitor, choose Intervention > Stop Voice Monitor, or end the
call on your IP phone.
call on your IP phone.