whisper and whisper coaching

[kaja_2kj3]

Is the call whisper and whisper coaching available in the UCCX.   Can we able to use those feature with the UCCX 9.0  in the BE6K.                

[Graham Old · Accepted solution]

Sorry, there is no whisper option in CCX.

The Enterprise CC running with CVP can do agent whisper, but not CCX.

Graham

[kaja_2kj3]

Hi Graham,

       thanks for your reply.  I can agree with your answer, but how this feature not even provided in uccx enhanced or in premium.  Is this feature is special which can be only implemented with ucce or cisco cost strategy to sell it with ucce(which makes clients to buy ucce inorder to use these features).  Could anyone please help me to clarify on this.

Thank you

[Graham Old]

You can write a little PC program that will present information over the system tray. You can make it fade in and fade out just like Outlook does when you receive an e-mail.

You can then trigger this program using a CAD workflow and pass in information such as the CSQ name.

So when the Agents phone rings you can inform the Agent what the CSQ name is. That way the Agent does not need to bring CAD to the front to see the CSQ name. You can of course present other information. This is very useful when the agent is answering calls on multiple queues and needs to know which queue this call is on.

So it works like a visual whisper rather than an audio whisper.

Graham

[kaja_2kj3]

Hi Graham,

        Thanks for you reply. The tip you gave is for monitoring, which is totally different from whispering.

Thanks

[Graham Old]

Instead of audio call whisper/announce it's a visual announce. There is no way to do whisper coaching

Graham

[kaja_2kj3]

Thanks anyway graham.  Have a nice week

[Pranjol Saikia]

Parsec’s MARS Silent Monitor & Coaching application for Cisco Unified Communications Manager allows a supervisor to silently monitor & whisper/coach to a monitored agent during a conversation between an agent and a customer without the customer or agent knowing that he/she is being monitored.

The application does not require Cisco UCCX for enabling the monitoring,whisper feature in CUCM.

Checkout the post : https://supportforums.cisco.com/document/12296686/silent-monitoring-coachwhisper-cisco-call-manager-without-need-uccx

[krailbv01]

As of CUCM version 10.x, Whisper coaching is now a feature with UCCX.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_0_1/ccmfeat/CUCM_BK_F3AC1C0F_00_cucm-features-services-guide-100/CUCM_BK_F3AC1C0F_00_cucm-features-services-guide-100_chapter_0101010.html#CUCM_RF_WFAAC98F_00

[Edward Umansky]

AFAIK this is not correct. That document is saying that whisper and whisper coaching are available via the JTAPI API if you develop a CTI application, but it is not a feature of UCCX or UCCE as of today. UCCE with CVP has whisper announcements but not whisper coaching.