The following functions are available for XML capable Cisco IP phone users:
- On-Demand recording capability for those extensions where this recording mode is configured in the Verba system. Users can select the current call to be recorded through an XML capable Cisco IP phone. For users with extensions constantly monitored and recorded the on-demand call recording function is not applicable.
Regardless, when the user marks the call for recording during the call, the entire call will be recorded (not only from the point of recording request).
- Silent monitoring and whisper coaching features allow supervisors to silent monitor and/or whisper coach agents using their Cisco IP phones. The same feature is available on the web interface, see Silent monitoring ongoing calls.
- Call tagging allows the user to assign a tag to an ongoing call or to an already recorded one. Users can assign (add) a tag to a call by selecting it from a predefined list of values (configurable) using the screen of the IP phone. Only those users are able to tag their calls that have the commenting right. For more information about rights visit User rights (Verba 7 and below).
- Adding markers to an ongoing call (Bookmark). These markers are displayed in the Verba Player during playback to support call analysis and information sharing. For more information see Markers on page.
- Flagging a call as Private. Users can flag both ongoing and already completed recorded calls as private from their phone in addition to doing it through the web-based interface. Private calls can be played back only by the participants of the call. For detailed information see Private calls and User rights (Verba 7 and below).
- Flagging a call as Important. Calls flagged as important can be listed directly through the Calls Important calls menu item on the web interface. More information is available in section Important calls.
- Sending an email with a link pointing to a URL. This provides direct access to the call (call detail page) for the recipient the call is "one click away". Authentication is performed before allowing access to the call.
In order to provide access to the Verba Phone service for the user the system administrator needs to configure the Verba Phone Service for the user's Cisco IP phone device (for details check Configuring the Cisco IP Phone service).
Supported Cisco IP phone models: all XML capable phone.
The Verba Phone Service provides access to certain functions of the XML service by one button click (only available if Verba is used without authentication). This access method provides features for ongoing calls only.