Generic Connector Supervisor Features

This is not a supervisor feature. 

This command will return the list of all queues associated with the Finesse user.

GC Command:

where: 

• <agent_login_Id> is the ID of the login agent

Response Event(s):

The GC will return:

Limitations:

1. This command is only supported for a stand-alone Finesse deployment with Unified CCE and not applicable for Finesse deployment with Unified CCX.

This command will return a list of agents in this supervisor's team.

GC Command:

where: 

• <supervisor_login_Id> is the ID of the supervisor
• <TeamID> is the supervisor Team ID. 

Response Event(s):

The GC will return: 

Technical Considerations

The includeLoggedOutAgents configuration parameter value in the GC config file determines if logout agents should be part of the returned list. This parameter can be set to:

• True: Includes all the agents of that team in the list (with the logged out agents).
• False: Includes only the logged-in agents in the list. 

Exclusions

• Only the primary supervisor will see his/her team info. Secondary supervisors are not supported. 

This command will return the state of an agent who is a member of the supervisor team.

GC Command

where: 

• <supervisor_login_Id> is the ID of the supervisor
• <Team_Agent_LoginID> is the ID of the agent 

Response Event(s):

The GC will return:

This command allows a supervisor to silently monitor an agent's active call.

GC Command:

where: 

• <supervisor_login_Id>  is the ID of the supervisor
• <Agent_Extension> is the extension of the agent.

Response Event(s):

The GC will return:

Business Assumptions:

Agent phones to be monitored must support silent monitoring and must be configured in Cisco Unified Communications Manager as follows:

• The correct device type must be configured. 
• The device must have Bridge Monitoring enabled. 
• The correct permissions must be configured (under User Management > End User > PG User, in the Permissions area, select Standard CTI Allow Call Recording, and then click Add to User Group). 

Technical Considerations:

The supervisor must be in NOT_READY state to start a silent monitoring session and the agent must be in TALKING state. After the supervisor starts the silent monitoring session, the supervisor transitions to the TALKING state.

This command allows a supervisor to barge into an agent call that the supervisor is silently monitoring.

GC Command:

where: 

• <supervisor_login_Id>  is the ID of the supervisor
• <Agent_LoginID> is the ID of the agent 
• <Dialog_ID>  is the id of the silent monitor call

Response Event(s):

The GC will return:

Business Assumptions

The call must meet certain conditions for the barge request to succeed:

• Unified Communications Manager may limit the number of phone devices that can join a conference call (a configurable parameter). When a supervisor makes a barge call, the supervisor is added as a new party to the conference. If the resource limit has already been reached, the supervisor's barge request fails.
• Both Unified CCE and Unified CCX allow a barge request only through the conference controller (the agent who initiates the conference call). In the case of CVP routed calls, the barge request is also possible for agents other than the conference controller. If the original call is not a conference call, after the barge request succeeds, the call becomes a conference call and the agent is the conference controller. If the original call is a conference call and the agent is not the conference controller, the supervisor's barge request fails.i

Technical Considerations

• The supervisor must be in a silent monitoring session.

This command allows a supervisor to make a request to drop a participant from a conference in which that supervisor is a participant. For example, a supervisor can barge-in a call between an agent and a customer. The supervisor can then make a request to drop the agent from the call, leaving only the supervisor on the call with the customer.

GC Command:

where: 

• <supervisor_login_Id>  is the ID of the supervisor
• <Agent_Extension> is the extension of the agent.
• <Dialog_ID>  is the id of the conference call

Response Event(s):

The GC will return:

Technical Considerations

• A supervisor can only make a drop request for a conference call if the supervisor is a participant in the call.