Currently the customer is using CCM 4.2.3, ICM 6.0 upgrading to 7.0, and CVP 3.1 studio. They would like to have their supervisors to be able to dial into the call and only have the agent hear them.
Does CCM 4.2.3 have intercom lines and can they work in whisper mode?
Are there any third party services that intergrate into ctios?
What is the best method to acheive this?
This is the feature described in CCM 6.0, CCM 4.2.3 seems to have it too, again anyway to implement would be good to know.
The Intercom feature allows a user to place a call to a predefined target (phone). The called destination auto-answers the call in speakerphone mode with mute activated. This sets up a one-way voice path between the initiator and the destination, so the initiator can deliver a short message, regardless of whether the called party is busy or idle.
To ensure that the voice of the called party is not sent back to the caller when the intercom call is automatically answered, Cisco Unified Communications Manager implements whisper intercom. Whisper intercom provides only one-way audio from the caller to the called party. The called party must manually press a key to talk to the caller.