Voice monitoring and recording are features of the IP Integrated Contact Distribution (ICD) Cisco Supervisor Desktop client. These features allow a supervisor to silently monitor and record an agent's phone call. Silent monitoring is a term used synonymously with voice monitoring. It refers to the ability of a supervisor to monitor an agent's phone conversations without being heard and without letting the agent know it is happening. Recording allows the supervisor to record, save and play back calls from their Cisco Supervisor Desktop.
