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Agent monitor/observe key direct on phone???

Hey Guys,

I have worked with quite a few PABX brands in the past years (NEC, Nortel, Fujistu, Ericsson, Avaya) yet never come across one that you cant administer a monitor/observe key direct on a phone to monitor/observe Agent calls….

I know that this is kind of achievable via Desktop Supervisor however is pretty restrictive and has the obvious dependency on a PC etc… I have “heard” along the traps that this is achievable on the CISCO but was just wondering if anyone has heard of a solution???

Any help much appreciated!!!


Agent monitor/observe key direct on phone???


yes, why not - everything is possible.

After all, a Cisco phone is just a very basic computer, including a really basic browser that can parse XML objects.

Here's what I would do:

A web application 'webapp'

1. serves up an initial page, where the supervisor can enter the ID of the agent 'Agent' he wishes to monitor,

2. some security checks (like does this supervisor have the right to monitor 'Agent' (ie. is he Agent's supervisor),

3. sends signal to CTI OS server to start a CUCM based silent monitoring session,

4. call arrives to the supervisor's phone with the silent monitoring session.

Should not be that hard.


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