Cisco 400-051 Exam

Which two statements describe the remote supervisory monitoring feature in Cisco Unified Contact Center Express? (Choose two.)

  • A. It is supported on Cisco Unified CCX Enhanced and Premium editions.
  • B. It does not require a Cisco Supervisor Desktop or any data network connectivity.
  • C. Agents are aware that they are being silently monitored.
  • D. Calls can be silently monitored from a PSTN phone.
  • E. It supports G.711 and G.729 codecs.
  • F. It works with SPAN port monitoring only.
Answer: Option B. D.

Agents use the Cisco Agent Desktop (commonly referred to as CAD) to login to the Unified CCX server and control their ACD state, control incoming and outgoing calls, chat with supervisors and other agents on their team, view their own real-time statistics, and view their own recent call activity. Supervisors use the CSD to view real-time queue and agent statistics, view recent call activity for agents, change agent states, chat with agents, and send marquee messages to all agents on the selected team. With the Enhanced or Premium packages, the supervisor can also barge-in or intercept ACD calls, silently monitor agents, and record agent calls.

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