/mcpVideo On Hold Support CiscoTSP is enhanced to provide capability for applications to select/Play Video file when call is placed on Hold. This enhancement was designed for the Remote Expert solution. The newly added contentID is a pass through from application (TAPI) to CCM. TAPI will not process or manipulate this value. The contentID references a VoH stream to be played when the call is placed on hold. The VoH files are housed externally on a media sense server. To have video on hold capability, the video on hold server must be configured in CCM Admin. This server coincides to the media sense server which houses all the VoH files. New CCiscoLineDevSpecific extension - "CciscoLineDevSpecificHoldEx" is added to support this capability for the applications. Interface Changes See lineHold Enhancement, on page 391. Use Cases See LineHold Enhancement, on page 1012. Backward Compatibility There are no backward compatibility issues for this feature. Whisper Coaching Silent Call Monitoring is a feature that allows a supervisor to discreetly listen to a conversation between an agent and a customer without allowing the agent to detect the monitoring session. Whisper Coaching is an enhancement to the Silent Call Monitoring feature. Whisper Coaching allows supervisors to talk to agents during a monitoring session. This feature provides applications the ability to change the current monitoring mode of a monitoring call from Silent Monitoring to Whisper Coaching and vice versa. If the application opens the line while the whisper coaching session is already in progress, TSP exposes either the TSPCallAttribute_WhisperCoachingCall or TSPCallAttribute_WhisperCoachingCall_Target bitmap in the CallAttributeType field of LineCallInfo::DevSpecific. This indicates whether the call is a whisper coaching call or the target of a whisper coaching call. Support of this feature consists of the following: • In the exiting CciscoLineDevSpecificStartCallMonitoringrequest, an m_MonitorMode parameter is enhanced to support an enumeration for Whisper coaching. • A new CCiscoLineDevSpecific extension, CciscoLineDevSpecificMonitoringUpdateMode, needs to be added that allows the application to toggle between the silent monitoring and whisper coaching modes and vice versa. • A new LineCallDevSpecific event updates the application stating that the monitoring mode has changed. • A new field, activeToneDirection, is added in the CallAttributeInfo_ExtA0 structure. This field specifies the active tone direction that is being played for the call. Cisco Unified TAPI Developers Guide for Cisco Unified Communications Manager, Release 15 and SUs 104 Features Supported by TSP Video On Hold Support