A solution to prevent/monitor call-center customer calls to be muted by an agent

Unanswered Question
May 20th, 2010


I'm new to Cisco Support Community so please forgive me if I'm posting at the wrong place.

I have read a lot of things around my subject of concern described in the title but I attempt a new try to check if this may have found a solution (as majority of posts where dated many years old).

In a call-center environnement running Cisco UCCE 7.5.7, CCM 7.1.3 and C6921 phones (SCCP), I need to be able to either :

- disable mute button on 6921 phones

- monitor at least mute usage by agents by any possible mean

This is needed by production managers to prevent from agents placing customer calls in a mute state too frequently or for bad purpose.

We could disable mute button with our previous call-center telephony platform (not Cisco), so this is for us a loss of feature and I'm surprised this is not configurable like speakerphone button disabling could be done for example.

For my culture, do is there a SCCP message sent when pressing mute button ?

Thanx for your reply.


I have this problem too.
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