We have just received a requirement from a new agent group that agents be able to be silently monitored by phone from outside our network. We currently use UCCE 6.0/CTIOS 6.0/UCM 4.1(3)/IPQM 3.5(4). We will be moving to UCCE 7.2/CTIOS 7.X/UCM 6.1(2)/IP-IVR 5.0 before the end of 2008.
Are there any solutions available within the product suite? Any 3rd party solutions that work well (and that are priced reasonably)?
We work with Verint/Witness for Quality Recording, and they have said they don't have a solution to do what we need. I know we could also build a UCCX if necessary, but hoping for something simpler if possible.