UCCX Rel 11 / Finesse Supervisor - Monitor, Barge In, Intercept - Is Jabber Supported?

[lbillings1]

I have been reading different documentation (SRND, admin guides etc) but cannot find a statement regarding the use of Jabber by a supervisor using Finesse for the purpose of Monitor/Barge In/Intercept. In fact, I think I may have read in the "Ask The Expert" on release 11 that it is not supported - maybe because Jabber only allows 1 line. That said, we have tested it in our lab on 10.6 and from all we can see it does work fine. Does anyone know the official stance on this? If it is not supported, why isn't it, what doesn't work etc?

Thanks in advance!

[Shadi Shami]

Hello,

These features (i.e. Silent Monitoring, Barge-In and Intercept) in Finesse use th Barge-in feature in CUCM which requires phones that support Built-in Bridge (BiB). And as Cisco Jabber for windows supports BiB, so it supports the mentioned feature in Finesse, Kindly note that only Jabber for Windows is supported as UCCX endpoint.

Also, the design guide documents this:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/design/guide/UCCX_BK_DF6A995E_00_design-guide/UCCX_BK_DF6A995E_00_design-guide_chapter_010.html

"Cisco Finesse supports Cisco Jabber for Windows as a contact center voice endpoint. Finesse supports the following Jabber functionality:

• Call control
• Built-In Bridge (BIB) for silent monitoring
• IM and Presence

"

Thank you,

Shadi

[lbillings1]

Thanks Shadi - I was looking in rel 11 SRND and oddly it doesn't state this as simply as you have shown from rel 10. I am more concerned in Jabber as a supervisor device rather than an agent device. As mentioned it works. Our Jabber client used by the supervisor is set for 2 & 1. I just want to be certain its supported as a supervisor device. Thanks!