Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
4-4
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted
Release 9.0(1)
Chapter 4 Managing Agents
Monitoring Calls
Note
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 Unified
ICM/Contact Center Enterprise & Hosted Editions for details.
ICM/Contact Center Enterprise & Hosted Editions for details.
Silent Monitoring
Silent monitoring provides the supervisor with the ability to listen in on agent’s calls for quality control
and performance evaluation. Two silent monitoring types are supported for Unified Contact Center:
and performance evaluation. Two silent monitoring types are supported for Unified Contact Center:
•
CTI OS based
•
Unified CM based
Both CTI OS based and Unified CM based silent monitor sessions are started and stopped using the Start
Silent Monitor and Stop Monitoring Agent buttons on the Team State window.
Silent Monitor and Stop Monitoring Agent buttons on the Team State window.
Supervisor State Requirements for Silent Monitor
When using Unified CM based silent monitor, the supervisor must be in the Not Ready state in order to
silent monitor an agent.
silent monitor an agent.
When using CTI OS based silent monitor, the supervisor can silent monitor when in the Ready state.
CTI OS Based Silent Monitoring
As a supervisor, you can choose to silent monitor an agent on your 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.
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.
Note
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 Unified ICM/Contact Center Enterprise & Hosted Editions
for details on how to set up Silent Monitor configuration settings and on the necessary network
topology.
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 Unified ICM/Contact Center 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 is forwarded
to the supervisor desktop and played back on the sound card of the system.
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 is forwarded
to the supervisor desktop and played back on the sound card of the system.
Note
Silent Monitor does not capture and translate DTMF digits that are selected on either the CTI
OS Agent Desktop or on an agent's IP device.
OS Agent Desktop or on an agent's IP device.
To stop a Silent Monitor session, click the Stop Monitoring Agent button anytime during the session.
As soon as you click the button, the voice conversation stops playing back.
As soon as you click the button, the voice conversation stops playing back.