Cisco Cisco Agent Desktop 8.5 用户指南

The voice monitor button allows you to silently listen in on an agent’s phone 
conversations.

Voice monitoring is available whenever an agent is logged in, whether or not the 
agent is on the phone. It is not available when:

■

You are a participant in a phone call.

■

You use the Barge-In or Intercept function.

The volume slide allows you to control the volume when monitoring an agent’s 
phone conversation. The system remembers your last volume setting and uses it 
the next time you log in.

X To start monitoring an agent:

1. Choose an agent in the Team View pane.

2. Click the Start Voice Monitor button, or choose Intervention > Start 

Voice Monitor.

X To stop monitoring an agent:

1. Click the Stop Voice Monitor button, or choose Intervention > Stop Voice 

Monitor.

The Barge-In feature enables you to join an agent’s phone conversation. When 
you click the Barge-In button, you are automatically added to the phone call. It is a 
forced conference.

The agent sees a message that you are attempting to join the call, then sees a 
message that you have successfully joined it.

When you use the Barge-In feature, voice monitoring is disabled.

You can’t barge in:

■

If the agent is on hold

■

If the agent is on two calls

■

If the agent is in a conference call

■

If you are already on another call

■

If the agent is an IP phone agent