Cisco Cisco Computer Telephony Integration Option 8.5 用户指南
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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)
Chapter 4 Managing Agents
Monitoring Calls
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 Cisco ICM
Software CTI OS System Manager’s Guide for details on how to set up
Silent Monitor configuration settings and on the necessary network
topology.
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 Cisco ICM
Software CTI OS System Manager’s Guide 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 Silent Monitor
button. When the targeted agent desktop accepts the session, the voice
conversation between the monitored agent and the caller will be forwarded to
the supervisor desktop and played back on the soundcard of the system.
from the Team State Information grid and then click the Silent Monitor
button. When the targeted agent desktop accepts the session, the voice
conversation between the monitored agent and the caller will be forwarded to
the supervisor desktop and played back on the soundcard of the system.
Note
Silent Monitor does not capture and translate DTMF digits that are
pressed on either the CTI OS Agent Desktop or on an agent's hard phone.
pressed on either the CTI OS Agent Desktop or on an agent's hard phone.
•
Stop Monitoring Agent. To stop a Silent Monitor session, a supervisor clicks
the Stop Monitoring Agent button anytime during the session. As soon as
the supervisor clicks the button, the voice conversation stops playing back.
the Stop Monitoring Agent button anytime during the session. As soon as
the supervisor clicks the button, the voice conversation stops playing back.
The Monitored Calls window contains the following buttons used for call control:
•
Barge-In. To barge in on an agent’s call, a supervisor needs to select an agent
from the Team State Information grid and then select a call from the
Monitored Calls section. When the supervisor clicks the Barge-In button, he
or she now becomes a party to the call.
from the Team State Information grid and then select a call from the
Monitored Calls section. When the supervisor clicks the Barge-In button, he
or she now becomes a party to the call.
Note
The supervisor must be in the Not Ready state in order to use the barge-in
function.
function.
•
Intercept. The Intercept button can only be used after barge-in. The
supervisor can use the Intercept button to drop the agent from the call,
leaving only the supervisor and the customer on the call.
supervisor can use the Intercept button to drop the agent from the call,
leaving only the supervisor and the customer on the call.