This document describes the process of whisper coaching gadget deployment.
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Item | Recommended versions | Notes |
|---|---|---|
Firefox | Recent versions | Tested |
Chrome | Recent versions | Tested |
Internet Explorer | Recent versions | Not tested |
Phones Compatibility
The Expertflow Supervisor Whisper Gadget uses the BiB (Built-in Bridge) feature of Cisco phones. Any Cisco Hard phone that supports BiB should work. See here a list of those that do. Formal testing and QA is executed however only with phones listed in the tables below.
| Item | Tested Versions |
| Hard Phone(s) | CP-7965G |
| Cisco Jabber Supported Version | jabber Version 12.6.2.38119 Build 288119 |
| Info | ||
|---|---|---|
| ||
Officially Cisco supports the Whisper feature only with Hardphone, IP Phone bug is mention here, However, we found during testing that this feature works with a certain version of Jabber. But there are limitations and technical constraints due to limited support at Cisco end |
Configure Tomcat Service for SSL (Skip if you want to run on HTTP)
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3. Navigate to Apache-tomcat-home\webapps\WhisperCoaching\WEB-INF\classes directory and update the following entries in config.properties file according to UCCE/UCCX deployment.
4. Add license key (If you don't have contact Expertflow )
| Variable | Value | Description |
|---|---|---|
| CUCM_IP_ADDRESS | 192.168.1.26 | agent and supervisors cucm ip address |
| RMCM_USER | RMCM_29 | RMCM user used to connect jtapi with cucm |
| RMCM_PASSWORD | ----------- | RMCM password |
| MASK_PASSWORD | TRUE | If true not printing the password in gadget logs |
| STARTMONITOR | TRUE | If false used update monitor else used start monitor |
| BUILD_VERSION | 2.1 | print build version in logs |
| JTAPI_TIMROUT | 5 | max time for a request to wait for terminal connection and coaching to start, after that the request will be sent back with a failed response |
| PLAYTONEDIRECTION | 3 | use to determine to play tone on start of whisper coaching on not etc. |
| LICENCE_KEY | ------------- | Expertflow gadget license key |
| Info | ||
|---|---|---|
| ||
If you enable StartMonitoring from the config then during start coaching two calls will be displayed on the agent desktop one call is from an agent to a customer call and the other is an agent to supervisor call for silent whispering. Once you end the coaching you have to restart the monitoring if you want to do silent monitoring. |
5. You can check the Web service accessibility from browser or postman app with the appropriate agent and supervisor’s extension you wish to coach and “Start” respectively. For example,
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