I have a basic question to start with.
We are using IPCC 7.2.4 and CVP 4.0.1 and we have integration with Oracle CRM. Agents are using Oracle Softphone instead of CAD. However Supervisors using Cisco Supervisor Desktop. Since silent monitoring is not working, I was reading few docs which says that for silent monitoring will work only if agents are using CAD.
Just want to cross check with the experts. Is it true that for silent monitoring to work we need to have CAD and it will not work with Oracle Agent application.
Any response would be much appreciated.