AnsweredAssumed Answered

Whisper coaching and Whisper Intercom

Question asked by patrick.lepage on Nov 11, 2011
Latest reply on Feb 24, 2012 by sdistef

Like • Show 0 Likes0
Comment • 6

Hi,

CUCM 8.5 has introduced Whisper Coaching. I'm confused between Whisper coaching and whisper intercom. I'm trying to understand the whisper coaching feature. Is whisper coaching uses whisper intercom feature? When turning a silent monitoring (SM) session into a whisper coaching (WC) session, does it requires another DN on the phone (such as an intercom DN)? Does the agent need a Talkback button (which is available for whisper coaching) on the phone to talk back to supervisor while being muted from caller/customer perspective.

The CUCM Features doc is pretty light around whisper coaching. It simply state that a SM session can be turned into a WC session, but nothing around the config required (at DN, CUCM, phone level) to run the feature...except the BiB...

Anybody could shared some use cases they implemented in the field?

Any config guidelines will be appreciated...

Have a good day!

No one else has this question

Outcomes

dakeller Dec 8, 2011 7:40 PM

Patrick,

Whisper intercom and whisper coaching are 2 different features. Whisper intercom can be accomplished through configruation on CUCM using DN's and Partitions.

The whisper coaching is a CTI based feature that is used almost exclusively in a Contact Center. You were asking if there are key or DN's or anything else needed to use whisper coaching...the answer is no. Whisper coaching and talkback are features that are exposed to an agent through their CTI desktop. So these operations occur as CTI calls through the contact center application that end up controlling the phone via 3rd party call control. You cannot set up these features on a phone that is not controlled by a CTI application.

Hopefully this answers your question. And I have to apologize for the delay in answering this post. I would have answered this qustion a month ago, but there was an issue with this posting that I could not reply. Looks like Cisco has fixed the issue.

Thanks,

Dan Keller

Technical Marketing Engineer

Actions

borisnajafov @ dakeller on Dec 14, 2011 11:14 PM

Dan, is there any documentation on how to enable this feature?
The datasheets of latest versions of UCCE were very silent about this feature so we did not know that this important function is available.

Actions

dakeller @ borisnajafov on Dec 15, 2011 7:09 PM

It's not typically the admin that sets this up. It's normally the contact center application/desktop that enables it. As I said, the whisper coaching is a contact center feature. As such, the contact center application will need to provide both the agent desktop and supervisor interface to leverage this feature. So it's the job of the application to expose this functionality. That is why you have not seen much on Whisper Coaching on CCO because it will be more advertised through a contact center app that supports it.

Thanks,

Dan Keller

Technical Marketing Engineer

Actions

g.ghir @ dakeller on Feb 23, 2012 12:17 AM

Hi Dan,

We are looking to deploy CUCM 8.6 with UCCX, could we use Whisper Coaching here? I can't seem to find any documentation on CCO for UCCX.

Actions

sdistef @ erike on Feb 24, 2012 6:15 PM

Hi Cisco Employee Friends in collaboration,

You have to try to remember that Cisco Partners cannot see Cisco Intranet URLs like the one erike posted.

Thanks,

Steve

Actions

6 Replies

dakeller Dec 8, 2011 7:40 PM
Mark Correct
Correct Answer
Patrick,

Whisper intercom and whisper coaching are 2 different features. Whisper intercom can be accomplished through configruation on CUCM using DN's and Partitions.
The whisper coaching is a CTI based feature that is used almost exclusively in a Contact Center. You were asking if there are key or DN's or anything else needed to use whisper coaching...the answer is no. Whisper coaching and talkback are features that are exposed to an agent through their CTI desktop. So these operations occur as CTI calls through the contact center application that end up controlling the phone via 3rd party call control. You cannot set up these features on a phone that is not controlled by a CTI application.
Hopefully this answers your question. And I have to apologize for the delay in answering this post. I would have answered this qustion a month ago, but there was an issue with this posting that I could not reply. Looks like Cisco has fixed the issue.

Thanks,
Dan Keller
Technical Marketing Engineer
Like • Show 1 Like1
Actions
borisnajafov @ dakeller on Dec 14, 2011 11:14 PM
Mark Correct
Correct Answer
Dan, is there any documentation on how to enable this feature?
The datasheets of latest versions of UCCE were very silent about this feature so we did not know that this important function is available.
Like • Show 0 Likes0
Actions
dakeller @ borisnajafov on Dec 15, 2011 7:09 PM
Mark Correct
Correct Answer
It's not typically the admin that sets this up. It's normally the contact center application/desktop that enables it. As I said, the whisper coaching is a contact center feature. As such, the contact center application will need to provide both the agent desktop and supervisor interface to leverage this feature. So it's the job of the application to expose this functionality. That is why you have not seen much on Whisper Coaching on CCO because it will be more advertised through a contact center app that supports it.

Thanks,
Dan Keller
Technical Marketing Engineer
Like • Show 0 Likes0
Actions
g.ghir @ dakeller on Feb 23, 2012 12:17 AM
Mark Correct
Correct Answer
Hi Dan,

We are looking to deploy CUCM 8.6 with UCCX, could we use Whisper Coaching here? I can't seem to find any documentation on CCO for UCCX.
Like • Show 0 Likes0
Actions
erike @ g.ghir on Feb 24, 2012 5:44 PM
Mark Correct
Correct Answer
http://wwwin-forums.cisco.com/thread.jspa?messageID=263449&#263449

UCCX forum
Like • Show 0 Likes0
Actions
sdistef @ erike on Feb 24, 2012 6:15 PM
Mark Correct
Correct Answer
Hi Cisco Employee Friends in collaboration,
You have to try to remember that Cisco Partners cannot see Cisco Intranet URLs like the one erike posted.

Thanks,
Steve
Like • Show 0 Likes0
Actions

Jivefor Cisco - My Cisco Community

Whisper coaching and Whisper Intercom

Outcomes

Related Content