Is it possible to silently monitor calls realtime in CUCM 6.1? I'm playing with the built in call monitoring but I can't figure out how to initiate the monitoring session or how to send the session to the supervisor phone. I've setup the barge feature using shared lines and it works fine but it shows on the agent phone display when the call had been barged and my client is wanting to keep it invisible to agents.
Is this possible or do I need some third party tools?
Also, there is currently no request for call recording but that may come up in the future.
CUCM has various APIs that could permit silent monitoring, but not a useable feature for it.
UCCX has the feature, and it's fairly independant of CUCM beyond using the phones. It sniffs the RTP off the LAN either at the Agent PC, or at the server.