Silent Monitor

Unanswered Question
Jun 11th, 2009
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Has anyone tried silent monitoring via Terminal Server? Our set up is using IPCC Enterprise & CTIOS Server/Client

We tried using the Silent monitor with Terminal server.

the Cti client is installed on the terminal server and each agent has diff. sesion.

but the silent not working when using the terminal.

Any advise will be appreciated.

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Overall Rating: 4 (1 ratings)
Edward Umansky Fri, 06/12/2009 - 08:48
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Desktop-based silent monitoring for UCCE only works when the agent's PC is daisy-chained to the switch port on the agent's phone. With a Terminal Server you have two options: setup a CTIOS silent monitor server or use UCM-based silent monitoring. The server based solution uses port spanning to forward phone traffic to the silent monitor server. UCM-based monitoring works by placing a special phone directly to the supervisor's IP phone. Both solutions have some restrictions and requirements, review the documentation for details.


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