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Standard Supervisor Desktop and Custom Agent Desktop
Answer
2/22/12 11:08 AM
Hello,
is it possible to monitor a Custom Agent Desktop application (built with CTI OS toolkit) using the standard Supervisor Desktop application?
Does the the standard Supervisor Desktop application works the same way?
 
Thanks in advance for your help.
 
Bye,
Andrea
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RE: Standard Supervisor Desktop and Custom Agent Desktop
Answer
2/23/12 5:08 PM as a reply to Andrea Ogliari.
With CTIOS based silent monitoring, you can monitor a custom Agent Desktop as long as it is using the COM or C++ Cil. The .NET and Java CILs do not support CTIOS based silent monitoring.

With Callmanager based silent monitoring, a Supervisor application using any of the CILs can silent monitor an agent.

CTIOS Server must be configured to use either CTIOS or Callmanager based silent monitoring.

For further information, see the CTIOS System Manager's Guide here
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios8_5_3/installation/guide/ctismg.pdf
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RE: Standard Supervisor Desktop and Custom Agent Desktop
Answer
2/27/12 11:08 AM as a reply to David Lender.
Many thanks for your reply.
I'm going to read the suggested document.

Bye,
Andrea
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