Cisco Cisco Computer Telephony Integration Option 8.5 用户指南
Chapter 4 Managing Agents
Monitoring Calls
4-4
Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)
Note
In addition to the fields listed in
, the Call Information section may
display custom configure Expanded Call Context (ECC) variables. See the Cisco
ICM Software CTI OS System Manager’s Guide for details.
ICM Software CTI OS System Manager’s Guide for details.
, the Team State window contains the following buttons:
•
Silent Monitor. A supervisor can choose to silent monitor an agent on his/her
team. Silent Monitoring means that voice packets sent to and received by the
agent’s IP hard phone 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.
team. Silent Monitoring means that voice packets sent to and received by the
agent’s IP hard phone 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.
Status
The status of the call, such as Ringing, Talking, or
Held.
Held.
DNIS
The Dialed Number Identification Service number
provided with the call.
provided with the call.
ANI
The calling line ID of the caller, usually the caller’s
phone number.
phone number.
CED
The digits entered by the caller in response to IVR
prompting.
prompting.
DialedNumber
The number that the caller dialed.
WrapUp
Call-related wrap-up data.
CallType
The general classification of the call type.
UserToUserInfo
The ISDN user-to-user information element.
Var1 through Var10
Call-related variable data.
Table 4-1
Call Information Values (continued)