Welcome to the Cisco Networking Professionals Ask the Expert conversation. This is an opportunity to discuss IP Contact Center with Cisco expert Pat Mackey. Pat is the Product Manager for IP Contact Center. Feel free to post any questions relating to IP Contact Center.
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I know Barge In and Intercept would be features provided in IPCC phase 2. I don't see these features supported in any CallManager literature. Can you tell me how these features work? Also, when will we have Silent Monitor available?
We use the existing JTAPI messages supported by CallManager to provide the Barge-In and Intercept functionality. Since Barge-In is essentially a conference initiated by the supervisor, we perform this feature by initiating a conference with the supervisor from the agent. Intercept removes the agent from the Barge-In leaving the Supervisor and Caller. We drop the agent from the conference to perform this feature. Silent Monitor is available today from our Turnkey CTI for IPCC product. We use the SPAN port to pass the IP voice to the Supervisor's PC for playback. We are in the process of integrating Silent Monitor into our CTI Toolkit product. We are targeting it for a 4th Calendar Quarter release.
Pat, in the config docs I have examined, it's clear that there can only be one IOS Gatekeeper per CM cluster. My question: what happens to an ICM-routed call that a CM tries to route through it's only GK, and the GK is out of service?
This leads me to believe that I have a single point of failure if I "lose" the switchgear that contains the GK.
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