Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Accessing Audio Streams
November 2013
21
the built-in bridge on the agent's phone to duplicate and merge the two audio
streams, make a call to the supervisor's phone, and start sending the audio stream.
The live monitoring session ends when the original call ends, the supervisor hangs up,
or the supervisor transfers the call to another party.
streams, make a call to the supervisor's phone, and start sending the audio stream.
The live monitoring session ends when the original call ends, the supervisor hangs up,
or the supervisor transfers the call to another party.
, the sequence is as follows:
1. The agent accepts a call from a remote caller (1 > 2 > 3 > 4 > 7).
2. Software that is monitoring the agent’s device via the CTI interface with the
Unified CM is informed about the call (5 > 4 > 9).
3. When a supervisor wants to live monitor the agent’s call, the supervisor uses
Recording Solution to send a command to the Unified CM through the CTI
interface to set up a live monitoring session (9 > 4 > 5).
interface to set up a live monitoring session (9 > 4 > 5).
4. The Unified CM receives the command, which includes the supervisor’s
phone number, and tells the agent’s phone to use its built-in bridge to copy
and merge the two audio streams into a single audio stream (5 > 4 > 7).
and merge the two audio streams into a single audio stream (5 > 4 > 7).
5. A new call is set up between the agent’s and supervisor’s phones (7 > 4 > 8).
The agent’s phone answers automatically and the supervisor’s phone rings.
When the supervisor answer the call, he or she can hear the agent and caller
speaking. Neither the agent nor the caller can hear anything the supervisor
says.
When the supervisor answer the call, he or she can hear the agent and caller
speaking. Neither the agent nor the caller can hear anything the supervisor
says.
Starting with Recording Solution 8.0(1), Cisco Unified Contact Center Express
installations are supported for both Unified CM live monitoring and call recording.
installations are supported for both Unified CM live monitoring and call recording.
CAD supports this method for live monitoring only when the following conditions are
met:
met:
■
The agent uses Cisco Agent Desktop, Cisco Agent Desktop—Browser Edition,
or Cisco IP Phone Agent, versions 7.2 for Unified CCE or newer
or Cisco IP Phone Agent, versions 7.2 for Unified CCE or newer
■
The agent is local or remote (over a VPN connection)
■
The agent uses a hard or soft IP phone
NOTE: CAD for Unified CCX does not support Unified CM live
monitoring. However, starting with CAD 8.5 for both Unified CCX and
Unified CCE, a feature was introduced that enables Unified CCX/CCE
to use a third party application that does built-in bridge/Unified CM
live monitoring and recording, while still supporting desktop-based or
SPAN-based monitoring and recording with CAD.
monitoring. However, starting with CAD 8.5 for both Unified CCX and
Unified CCE, a feature was introduced that enables Unified CCX/CCE
to use a third party application that does built-in bridge/Unified CM
live monitoring and recording, while still supporting desktop-based or
SPAN-based monitoring and recording with CAD.
If this method is configured in CAD for live monitoring, the desktop capture and server
capture methods are turned off. The result is that agents can be live-monitored, but
not recorded. The reason for this is that this method causes additional audio streams
to emanate from the phone. If the other methods were used to capture the audio
capture methods are turned off. The result is that agents can be live-monitored, but
not recorded. The reason for this is that this method causes additional audio streams
to emanate from the phone. If the other methods were used to capture the audio