Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted Release 9.0(1)
Unified Mobile Agent for supervisors
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Unified Mobile Agent for supervisors

Unified Mobile Agent for supervisors

Unified Mobile Agent is available on the following Cisco supervisor desktops:

  • Cisco CTI OS Supervisor Desktop
  • CAD Supervisor Desktop
  • Cisco Finesse

Note


For more information about Cisco Finesse sign-in and call control, see Cisco Finesse.


CTI OS Supervisor Desktop

Unified Mobile Agent is available with CTI OS Supervisor Desktop. The CTI OS Supervisor Desktop has all of the functionality of the agent desktop, with additional functions for monitoring and managing Agent Team members.


Note


CTI OS Supervisor Desktop is supported for use only on Unified CCE/Unified CCH. It is not supported for use on TDM peripherals.


The instructions that follow describe CTI OS Supervisor Desktop tasks that are specific to configuring and interacting with Mobile Agents. For more information about using this desktop, see CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted.

Log in to CTI OS Supervisor Desktop

Procedure
    Step 1   Choose Start > Programs > Cisco Systems CTI Toolkit > IPCC Supervisor Desktop.

    The Supervisor Softphone and Team Real-Time Status windows appear.

    Step 2   On the softphone, click Login.

    The Login dialog box appears.

    Step 3   Enter the following information in the dialog box:

    Connect to

    Use the drop-down menu to select the connection mode that you want to use.

    Agent ID or Agent Login Name

    The agent ID as assigned by the agent's manager.

    Note    Depending on the option chosen for logging in during the installation of the CTI OS Server, the Login dialog on the agent desktop prompts for either the Agent ID or the Agent Login Name.

    Password

    The password as assigned by the agent's manager.

    Instrument

    The directory number for the local CTI port (the agent's virtual extension).

    Mobile Agent

    Select this check box to log in as a Mobile Agent.

    Phone Number

    The dial number for the phone the Mobile Agent is using. This should include all dial-plan information Unified CCE/Unified CCH needs to reach the agent phone.

    Call Mode

    Choose nailed connection or call by call. A new call is placed to the agent for each incoming call.

    Note   
    • If you log in using nailed connection mode, you must answer a setup call before login is complete.
    • Auto answer is supported with the Unified Mobile Agent nailed connection mode. It is not supported with the Unified Mobile Agent call by call connection mode.
    Step 4   Click OK.

    The supervisor automatically enters the Not Ready state and the Ready, Dial, and Logout agent state control buttons are enabled.


    Related References

    Verify login to Supervisor Desktop

    Procedure
      Step 1   Check that your desktop is in the Not Ready state.
      Step 2   Check that the status bar of your Unified Mobile Agent Supervisor Desktop displays the following:
      • Agent ID for the logged in supervisor
      • Supervisor Extension
      • Supervisor Instrument
      • Current Supervisor Status
      • The server that the Supervisor is connected to
      Step 3   Check that the Ready, Dial, and Logout agent state control buttons are enabled.

      Mobile Agent configuration

      CTI Desktop agent configuration is handled through Unified ICM Configuration Manager.

      Monitor Mobile Agent call

      A supervisor can silent monitor an agent on their team. The Silent Monitoring feature voice packets sent to and received by the agent's IP device 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.


      Note


      For more information about Silent Monitoring, see CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted.
      Procedure
        Step 1   Select a logged-in agent from the Team State Information grid.
        Step 2   In the Team State window, click Start Silent Monitor.

        When the targeted agent desktop accepts the session, the voice conversation between the monitored agent and the caller is forwarded to the Supervisor Desktop and played back on the soundcard of the system.

        Step 3   Click Stop Monitoring Agent to end the monitoring session.

        CAD Supervisor Desktop

        Unified Mobile Agent is available with CAD Supervisor Desktop. The CTI OS Supervisor Desktop has all of the functionality of the agent desktop, with additional functions for monitoring and managing Agent Team members.

        The instructions that describe CAD Supervisor Desktop tasks are specific to configuring and interacting with Mobile Agents. For more information about using this desktop, see CAD Supervisor Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

        Log in to Supervisor Desktop

        Procedure
          Step 1   Log in to Cisco Agent Desktop.
          Note    You must be logged in to use all of Supervisor Desktop's functionality.
          Step 2   Choose Start > Programs > Cisco > Desktop > Supervisor. The Supervisor Login dialog box appears.
          Step 3   Enter your Supervisor Desktop login ID and password, and then click OK or press Enter.

          Supervisor Desktop starts. The application shows no data and the status bar displays "No Service" until you select a team from the Team drop-down list.

          Note   
          • The administrator can configure the Supervisor Desktop so that you log in using your login name, not your login ID. The field name (Login ID or Login Name) reflects which login method to use.
          • The first time you log in to Supervisor Desktop, the password is empty by default—all you need to enter is your Login ID. Use the Change Password function to create your password.
          • It might take some time for Supervisor Desktop to start because default report data must be generated.

          View Mobile Agent

          Procedure
            Step 1   In Supervisor Desktop, choose View > Preferences, and then select the Agents node.
            Step 2   In the Format node text grid, check the elements you want to use to identify an agent.

            The elements are:

            • Name
            • Extension
            • Application used by the agent (CAD, CAD-BE, or IPPA)
            • Type of agent (mobile)

            A sample of what the name looks like appears on the Sample line.

            Step 3   Click OK.

            Example:
            For example, if you enter John Doe x1000 CAD 6125551234 (Mobile):
            • John Doe is the agent name.
            • x1000 is the CTI port the agent is connected to when logging in.
            • CAD is the application the agent uses.
            • 6125551234 (Mobile) is the number of the phone device the Mobile Agent is using to handle calls.