Руководство Пользователя для Cisco Cisco Computer Telephony Integration OS 8.5
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CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 2 Supervising Agents
To stop a Silent Monitor session, a supervisor clicks the Stop Monitoring Agent button anytime during
the session. As soon as you click the button, the voice conversation stops playing back.
the session. As soon as you click the button, the voice conversation stops playing back.
Cisco Unified Communications Manager (Unified CM) Based Silent Monitoring
Unified CM Based Silent Monitor Overview
Unified CM based Silent Monitor provides a supervisor with a means to listen in on agent calls in Unified
Contact Center call centers that use Unified CM version 6.0 and higher. Supervisors can send Silent
Monitor requests to monitor agents without the agent being aware of any monitoring activity. When the
Unified CM based approach is adopted for silent monitoring, the agent's phone is used to forward the
agent's conversation to your phone.
Contact Center call centers that use Unified CM version 6.0 and higher. Supervisors can send Silent
Monitor requests to monitor agents without the agent being aware of any monitoring activity. When the
Unified CM based approach is adopted for silent monitoring, the agent's phone is used to forward the
agent's conversation to your phone.
Unified CM based silent monitor is the Unified CM implementation of silent monitor. When Unified CM
based silent monitor is used, silent monitor is implemented as a call. After initiating silent monitor, your
are able to hear the agent’s conversation using their phone. The following section describes how to
enable Unified CM based silent monitor in custom CTI OS applications.
based silent monitor is used, silent monitor is implemented as a call. After initiating silent monitor, your
are able to hear the agent’s conversation using their phone. The following section describes how to
enable Unified CM based silent monitor in custom CTI OS applications.
Silent monitor is triggered by selecting the start silent monitor button on your desktop. The call that
results from the silent monitor request displays on your desktop, but not the agent desktop. On the
Real-Time Status Grid, the agent is listed as monitored. Both the original call and the silent monitor call
are listed in the Monitored Calls grid.
results from the silent monitor request displays on your desktop, but not the agent desktop. On the
Real-Time Status Grid, the agent is listed as monitored. Both the original call and the silent monitor call
are listed in the Monitored Calls grid.
CTI OS and Unified CM Based Silent Monitor Differences
Besides the differences in implementation CTI OS and Unified CM silent monitor also differ in when
they can be invoked and when they end.
they can be invoked and when they end.
Table 2-2
Silent Monitor Differences
Unified CM Based Silent Monitor Use Cases
The following use cases illustrate how Unified CM silent monitor behaves in various scenarios.
CTI OS Silent Monitor
Unified CM Silent Monitor
You can silent monitor an agent in any state, as
long as the agent is logged in.
long as the agent is logged in.
You can only silent monitor an agent when the
agent and customer are talking.
agent and customer are talking.
You can silent monitor an agent that is on hold.
You cannot silent monitor an agent that is on hold.
When an agent consults, you automatically hear
the consult call.
the consult call.
When an agent consults, you must stop silent
monitoring the held call and start silent
monitoring the consult call.
monitoring the held call and start silent
monitoring the consult call.
Supervisor can silent monitor while in any state.
You can only silent monitor when in the not ready
state.
state.
Supervisor can barge-in while silent monitoring.
You must stop silent monitoring before barging
in.
in.
When a call ends, as long as you have not stopped
silent monitoring, you automatically silent
monitors the next call.
silent monitoring, you automatically silent
monitors the next call.
When the call that is being silent monitored ends,
the silent monitor call ends. You must re-start
silent monitor when the agent answers another
call.
the silent monitor call ends. You must re-start
silent monitor when the agent answers another
call.