08-28-2013 07:59 AM - edited 03-14-2019 12:19 PM
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
08-30-2013 02:38 PM
Giovan, Whisper Coaching is not a feature of UCCE.
Jim
05-25-2017 01:39 PM
You got the way somehow to start Whispering on CUCM?
05-30-2017 04:55 AM
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.
05-30-2017 05:41 AM
Now i also able to start whispering with agent. But not with agent and customer both!
Any help will be appreciated.
05-31-2017 12:00 AM
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.
05-31-2017 02:58 AM
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?
06-06-2017 09:44 AM
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.
06-08-2017 12:29 AM
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!
06-09-2017 01:57 AM
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?
06-09-2017 05:54 AM
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!
06-09-2017 05:57 AM
For your reference I also added the screenshot, to highlight where it's mentioned!
Thanks
06-10-2017 07:02 PM
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/
06-22-2017 01:31 AM
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
08-06-2020 08:02 AM
Ayush
can you go through steps you took to accomplish this?
thank you
Stanley
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