Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação

RSM’s system prompts allow for the selection of random, newest, or problem call 
monitoring modes. Callers can also select the specific agents they want to monitor 
based on the Agent ID (or Peripheral ID) of the agent, or they can select from a 
list of currently active agents.

Call flow is distributed in the system via IP IVR and CVP scripts. These scripts 
provide core system functionality, and may be modified to better support specific 
system requirements. 

CRS Editor may be used to edit the IP IVR call flow script, and CVP Unified Call 
Studio may be used to edit the CVP call flow script.

Standard call flow script functionality is executed in the following manner:

A caller dials in and is prompted to login to the system by entering their 

supervisor account agent ID and numeric password. 

The CTI OS API authenticates the login input, rejecting the attempt if the data 
is invalid. (The call flow script can use a different authentication back-end, 
or remove authentication altogether, as detailed in Chapter 5, VRU 
Integration.)

Once logged in, the caller can request to listen to a specific agent on a 

real-time call. 

The Unified Communications Manager parses the request and instructs RSM 
to contact the agent’s phone. 

RSM contacts the appropriate Unified Communications Manager via JTAPI. 

A simulated supervisor phone (a.k.a., simphone) on RSM calls the agent’s 
phone, patches in, and streams the voice data back to the caller through the 
VRU node, in real-time one-way listening mode.

If data is already being streamed to another caller for the selected agent, that same 
data stream is used, in lieu of creating a second data stream. Data is streamed only 
for agents currently being monitored.