Feature Configuration Guide for Cisco Unified Communications Manager, Release 11.5
Unified Communications Manager also supports whisper coaching, a CTI enhancement on silent monitoring whereby a supervisor can speak to the agent while the monitoring session is underway without the customer hearing. Whisper coaching can only be initiated by a CTI application. If silent monitoring is already configured, then no additional configuration of Unified Communications Manager is required for whisper coaching.
can anyone confirm that this does or does not work. I have saw a post of someone who said they got it working and was able to speak to the agent but I do not see how this actually works or is configured.
in this new age we are trying to figure out a way to train our new reps. before they would sit in someone's cube with a training headset so the trainer could listen and guide during calls. now we need a way to do that without sitting together in the same cube and this feature would be a big help.
I have a host of common, repeatable CUCM alarms that I would like to automate. I tried to find this info in the CLAUI class, but it doesn't go far beyond phones. Many of the alarms simply provide the GUI steps to resolve it, but do not list the CLI comman...
Some of the older recordings no longer show the password needed to access. Normally in the screen shot below, it showed the password and clicking Copy would put in on the clipboard to paste when asked for. Then you could click View Recor...
Troubleshooting the SMTP alerts on CUCM. WHERE are the logs that show the trace for the SMTP process when CUCM attempts to send an alert? Unity Connection has an SMTP log, but nothing like that exists in CUCM.
Hi, i have a agent who has moved teams. I changed the team in UCCE Admin, however they still appear in the old team in CUIC. I found a guide for UCCE but the options to update Agent Team List in Administration Server and Real-Time Data Server (AW) and syn...