/mcp• CCiscoLineDevSpecificRedirectResetOrigCalled • CCiscoLineDevSpecificRedirectSetOrigCalled See lineDevSpecific, on page 152 for more information. Shared Line Appearance Cisco Unified TSP supports opening two different lines that each share the same DN. Each of these lines represents a Shared Line Appearance. The Unified Communications Manager allows multiple active calls to exist concurrently on each of the different devices that share the same line appearance. The system still limits each device to, at most, one active call and multiple hold or incoming calls at any given time. Applications that use the Cisco Unified TSP to monitor and control shared line appearances can support this functionality. If a call is active on a line that is a shared line appearance with another line, the call appears on the other line with the dwCallState = CONNECTED and the dwCallStateMode = INACTIVE. Even though the call party information may not display on the actual IP phone for the call at the other line, Cisco Unified TSP still reports the call party information on the call at the other line. This gives the application the ability to decide whether to block this information. Also, the system does not allow call control functions on a call that is in the CONNECTED INACTIVE call state. Cisco Unified TSP does not support shared lines on CTI Route Point devices. In the scenario where a line is calling a DN that contains multiple shared lines, the dwCalledIDName in the LINECALLINFO structure for the line with the outbound call may be empty or set randomly to the name of one of the shared DNs. The reason for this should be obvious as Cisco Unified TSP and the Unified Communications Manager cannot resolve which of the shared DN’s you are calling until the call is answered. Silent Install The Cisco TSP installer supports silent install, silent upgrade, and silent reinstall from the command prompt. Users do not see any dialog boxes during the silent installation. Silent Monitoring Silent monitoring is a feature that enables a supervisor to listen to a conversation between an agent and a customer without the agent detecting the monitoring session. TSP provides monitoring type in line DevSpecific request for applications to monitor calls on a per call basis. Both monitored and monitoring party have to be in controlled list of the user. The Application is required to send permanent lineID, monitoring Mode and toneDirection as input to CCiscoLineDevSpecificStartCallMonitoring. Only silent monitoring mode is supported and the supervisor cannot talk to the agent. The Application can specify if a tone should be played when monitoring starts. ToneDirection can be none (no tone played), local (tone played to Agent only), remote (tone played to Customer and Supervisor), both local and remote (tone played to agent, customer, and supervisor). Cisco Unified TAPI Developers Guide for Cisco Unified Communications Manager, Release 15 and SUs 94 Features Supported by TSP Shared Line Appearance