Agent Monitoring using 7921 wireless?

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May 19th, 2009
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Monitoring

CM 7.0/Unity 7.0 CCX 7.0

I have a customer who was requested to be able to do a monitor with a 7921 wireless phone. He wants to be able to walk around and use a feature code to monitor his agents that are using the Cisco agent desktop. On his old PBX systems he was able to do a station monitor using a feature code. The only way I know to do a monitor is using the Supervisor desktop software which he uses now to do this. Is this possible using Cisco phones? Any sugguestions?


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Jonathan Schulenberg Tue, 05/19/2009 - 09:54
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This is possible using the Remote Monitoring feature which is explained in the Administration guide.


Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 7.0(1): http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/configuration/guide/uccx70ag.pdf



patty_spieker Tue, 05/19/2009 - 14:03
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I set this up but can not find how to set up user id and password for this? I checked the CM under user id and password but was unable to get logged into the phone?

Jonathan Schulenberg Thu, 05/21/2009 - 13:46
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Create a numeric-only username and password. You then have to grant that user remote monitoring access through /appadmin.

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