Cisco Cisco Computer Telephony Integration OS 8.5 Guia Do Utilizador

In addition to the fields listed in 

, the Call Information section may 

display custom-configured Expanded Call Context (ECC) variables. See the CTI 
OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions 
for details.

In addition to the Logout and Make Ready buttons discussed in 

, the Team State window contains the following buttons:

Start Silent Monitor. A supervisor can choose to silent monitor an agent on 
his/her team. Silent Monitoring means that voice packets sent to and received 
by the agent’s IP device are captured from the network and sent to the 
supervisor desktop. At the supervisor desktop, these voice packets are 
decoded and played on the supervisor’s system sound card.

For an agent to participate in a Silent Monitor session, the CTI OS Agent 
Desktop must support Silent Monitor. Silent Monitor functionality is 
enabled in the login configuration settings. In addition, a specific network 
topology is required for Silent Monitor support. See the CTI OS System 
Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for 
details on how to set up Silent Monitor configuration settings and on the 
necessary network topology.

To start a Silent Monitor session, a supervisor must select a logged in agent 
from the Team State Information grid and then click the Start Silent Monitor 
button. When the targeted agent desktop accepts the session, the voice 
conversation between the monitored agent and the caller will be forwarded to 
the supervisor desktop and played back on the soundcard of the system.

Silent Monitor does not capture and translate DTMF digits that are 
pressed on either the CTI OS Agent Desktop or on an agent's IP device.

Stop Monitoring Agent. To stop a Silent Monitor session, a supervisor 
clicks the Stop Monitoring Agent button anytime during the session. As 
soon as the supervisor clicks the button, the voice conversation stops playing 
back.