Cisco Cisco Agent Desktop 9.0 用户指南
Cisco Desktop Administrator User Guide
158
November 19, 2013
Configuring Display Settings
You can perform the following tasks on the Display Settings page of the Multiline,
Monitoring & Recording node:
Monitoring & Recording node:
■
Enable supervisor to barge in or intercept agents’ ACD calls
■
Enable supervisor to barge in or intercept agents’ non-ACD calls
■
Enable agent notification messages for monitoring and recording
NOTE: If an agent’s phone has multiple lines, you can configure the
Agent Multiline Control Peripheral Gateway setting in the Unified ICM
Control Manager so that the calls delivered to non-ACD extensions are
also displayed in Agent Desktop and CAD-BE. See the Unified ICM
Configuration Manager User Guide for details.
Agent Multiline Control Peripheral Gateway setting in the Unified ICM
Control Manager so that the calls delivered to non-ACD extensions are
also displayed in Agent Desktop and CAD-BE. See the Unified ICM
Configuration Manager User Guide for details.
By default, supervisors can monitor or record agents’ ACD calls.
NOTE: If you want to prevent a specific agent from being monitored
and recorded, you must disable Desktop Monitoring and remove any
assigned Monitor service from the agent’s extension on the VoIP
Monitoring Device page. See
and recorded, you must disable Desktop Monitoring and remove any
assigned Monitor service from the agent’s extension on the VoIP
Monitoring Device page. See
for more information.