I have to implement the functionality of whispering in my supervisor application.
I have already managed to run the Silent Monitoring of the call, but not the whispering.
The developer guide does not mention anything about the whispering and so I turned to you.
What are the steps to follow to start the whispering of the call?
I have to use the method SuperviseCall as the silent monitoring?
Giovan, I know Cisco WFO (Calabrio for CCX) basic compliance recording does include whisper coaching as a feature to CCX environment. Not sure if this Calabrio feature would apply to CCE, but my guess would be yes. At least, a place to start.
The whisper coaching application is TAPI application to monitor call event and initiate monitor / coach request to the agent’s call from a supervisor phone. This is done by using Cisco TAPI.
Phone Model: Cisco 7941 and Above.
Try using Cisco TAPI which allow us to place whisper call.
This feature can also be accomplish by using JTAPI. I already able to do Silent Monitoring and Whispering with Agent. Can you please help me how to start Whispering with Customer and Agent both?
Ayush, Whisper Coaching is from the Supervisor to the Agent, and the customer does not hear.
If the Supervisor is monitoring a call, and decides to join the call, this feature is usually called Barge-In.
Thanks for your reply!
I have found one cisco document where it was mentioned that Cisco provides 3 kind of monitoring.
1- Silent Monitoring
2- Whisper/Coaching Monitoring
3- Active Monitoring
And in this last one Supervisor can talk with agent and customer both.
But I am not able to find anything related to it!
Yes it is a Cisco document or may be better to say Cisco's content.
Here is the link!
But unfortunately I am not able to find anything related to this!
It's not similar thread. Way of starting Monitoring and Coaching with Finesse is somehow different and with direct CUCM is different.