silent monitoring in CUCM 6.0

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Rob Huffman Mon, 06/30/2008 - 17:11
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Hi Jose,


The need for **IPCC is inferred here :( Sadly, the doc doesn't just come right out and say it. Here is the first paragraph;


Monitoring and Recording


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**Call centers need to be able to guarantee the quality of customer service that an agent in a call center provides. To protect themselves from legal liability, call centers need to be able to archive agent-customer conversations.


The Silent Call Monitoring feature allows a supervisor to eavesdrop on a conversation between an agent and a customer without allowing the agent to detect the monitoring session.


The Call Recording feature allows system administrators or authorized personnel to archive conversations between the agent and the customer.


Cisco Unified Communications Manager supports the Silent Call Monitoring and Call Recording features only within a single cluster.


The Silent Monitoring and Call Recording features specify generic features in Cisco Unified Communications Manager. Cisco makes these features available to any deployment or installation where monitoring- and recording-enabled applications are available. Descriptions in this document use terms such as supervisor, agent, and customer to refer to the parties that participate in call monitoring and recording sessions.


Hope this helps!

Rob

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