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Whisper Coaching Support.
Answer
12/20/10 8:54 AM
Hi

I am developing the product for contact center.
I found out  the new feature, Wisper Coaching on JTAPI Developer guide 8.0(1).
But this Guide is not describe this feature detail.
So I don't kown how I can this on my product.

Q1. I wonder to set the lconfiguration on CUCM for whisper coaching.
Q2. must I use Intercom address form coaching ?
Q3. If I am agent in callcenter,  can I listen to the voice from customer, and supervisor ?

If you known the solution. let's me know.

Thank you.
 
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RE: Whisper Coaching Support.
Answer
12/20/10 6:13 PM as a reply to JH Lee.
 
 
Hi

I am developing the product for contact center.
I found out  the new feature, Wisper Coaching on JTAPI Developer guide 8.0(1).
But this Guide is not describe this feature detail.

Thank you.
 

 
Thanks for writing in. Whisper Coaching feature is being planned for an upcoming release. There seems to be some documentation mistake in our developer guide where it shows Whisper Coaching supported in 8.0(1) in Feature List Matrix. We will get this corrected. 
 

 

Q1. I wonder to set the lconfiguration on CUCM for whisper coaching.
Q2. must I use Intercom address form coaching ?

The feature and configurations would be available in upcoming release. As mentioned earlier they are not available in 8.0(1). The feature matrix listing this feature is a documentation bug. Also, we will release the details about the feature and configurations with the upcoming release. Sorry for the confusion about this in 8.0(1)
 

Q3. If I am agent in callcenter,  can I listen to the voice from customer, and supervisor ?
 

Yes, in the release where this feature is available, agent will be able to listen to both Customer and Supervisor when this feature is involved. While Customer would only hear voice of agent.
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RE: Whisper Coaching Support.
Answer
12/24/10 11:09 PM as a reply to Abhishek Malhotra.
Hi
 
Thank you for your answer.
 
I discoverd new document for developer who create solution by JTAPI 8.5.x.
It describes the message sequence about whisper coaching. But it doesn't specify the function that is called to make coaching in the document.
 
I think the fuction are
CiscoTerminalConnection.updateMonitorType(int arg0, int arg1)
and CiscoCall.startMonitor(....)
 
But I can't use this fuction, becouse I don't kown the means of argument.
 
Is it bugs in document also?
 
Could you tell me how I can make whisper coaching?
 
thanks.
 
 
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RE: Whisper Coaching Support.
Answer
8/10/11 11:58 AM as a reply to JH Lee.
Hi,

Does the latest version of Cisco JTAPI supports whisper coaching feature ?

Regards,
Umesh
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RE: Whisper Coaching Support.
Answer
8/10/11 7:45 PM as a reply to Umesh Chaurasia.
http://developer.cisco.com/web/jtapi/wikidocs. Check the 'feature matrix' link.
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RE: Whisper Coaching Support.
Answer
8/17/11 4:34 AM as a reply to Mohan Potluri.
Hi,

Is it possible to implement Whisper feature where Monitor Target is Cisco IP phone and Monitor initiator is mobile phone?
We are working on a feature where caller and agent will be on mobile device. Whenever Cisco IP phone will receive call, a call should be initiated to agent who has mobile device (not Cisco end point) in whusper mode. Caller should not get voice of agent but Cisco IP phone user should be able to listen agent.

Regards,
Umesh
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RE: Whisper Coaching Support.
Answer
9/14/11 5:15 AM as a reply to Umesh Chaurasia.
Hi,

Has anyone tried whiser feature in a conference where 2 party are PSTN and 1 party is Cisco IPT?

Is it possible to implement Whisper feature where Monitor Target is Cisco IP phone and Monitor initiator is mobile phone?We are working on a feature where caller and agent will be on mobile device. Whenever Cisco IP phone will receive call, a call should be initiated to agent who has mobile device (not Cisco end point) in whusper mode. Caller should not get voice of agent but Cisco IP phone user should be able to listen agent.

Regards,
Umesh
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