Cross-cluster supervisor monitoring
In an environment with DNs spread across multiple Cisco clusters, supervisors and agents often reside on different clusters, controlled by different Cisco T-Servers. However, the switch does not directly support cross-cluster supervision, so T-Server uses a temporary transfer process to enable supervisor monitoring across a cluster.
CTI ports, configured as Extensions with switch-specific type 2, serve as the temporary local supervisor DNs. The T-Server client uses a CTI port to requests supervision of an agent. Once the call arrives at the agent and the monitor call is established at the CTI port, the client then immediately requests a transfer to the real supervisor, specifying the location in case the supervision is controlled by a different Cisco T-Server.
The client determines:
- which CTI port to use for each monitor request, and
- where the monitor call is single-step transferred, once established on the CTI port.
Any calls to a CTI port should be transferred immediately to avoid dropped calls.
- Only single-step transfer is supported.
- Cross-cluster supervision is limited to silent monitoring.
- A CTI port can be used for only one call at a time.
- Only MonitorNextCall is supported, so the client must request observation for every new call.
How it works
There are three steps to transfer supervision:
- Request and establish supervision from the CTI port, as usual:
- Make a RequestMonitorNextCall request, specifying a CTI port as the supervisor (ThisDN).
- The call arrives at the agent and T-Server adds the CTI port to the call, indicated by EventEstablished and EventPartyAdded.
- Make a RequestSingleStepTransfer request to the real supervisor, specifying AttributeLocation and the extension key-value pair GCTI-REMOTE-OBSERVE=true. The extension ensures that DNRole is correct, informs the destination T-Server that the destination is a remote observer, and directs that AttributeThisDNRole is set to RoleObserver (1) accordingly.
- Answer the call at the real supervisor. This results in an EventEstablished event on the supervisor with DNRole 10. An EventPartyAdded event is also distributed if the supervisor is local.