Whisper Coaching

[Giovan Battista Surdi]

Hi,

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?

Thank you,

Gianni

[jalundy]

Giovan, Whisper Coaching is not a feature of UCCE.

Jim

[ayush.shyam]

You got the way somehow to start Whispering on CUCM?

[vlbatist]

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.

[ayush.shyam]

Now i also able to start whispering with agent. But not with agent and customer both!

Any help will be appreciated.

[venchalam]

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.

CM: 9.1.2

Try using Cisco TAPI which allow us to place whisper call.

[ayush.shyam]

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?

[jalundy]

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.

[ayush.shyam]

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!

[fmadeira]

Are you sure it was a Cisco document? I don't recognise that wording like coming from Cisco.

Can you paste the link for the document?

[ayush.shyam]

Yes it is a Cisco document or may be better to say Cisco's content.

Here is the link!

Cisco Unified Communications Manager Features and Services Guide, Release 9.1(1) - Monitoring and Recording [Cisco Unifi…

But unfortunately I am not able to find anything related to this!

[ayush.shyam]

For your reference I also added the screenshot, to highlight where it's mentioned!

Thanks

[skilambi]

You may want to post in this community since it's DEVNET focused but as u can see similar thread and it didn't go anywhere

Re: Finesse Whisper coaching using JS/REST

The other site is this https://developer.cisco.com/site/finesse/

[ayush.shyam]

Hello Srinivasan,

It's not similar thread. Way of starting Monitoring and Coaching with Finesse is somehow different and with direct CUCM is different.

Thanks

[safety2008]

Ayush

can you go through steps you took to accomplish this?

thank you

Stanley