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New Member

Agent Monitoring using 7921 wireless?

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?

4 REPLIES
VIP Super Bronze

Re: Agent Monitoring using 7921 wireless?

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

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New Member

Re: Agent Monitoring using 7921 wireless?

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?

VIP Super Bronze

Re: Agent Monitoring using 7921 wireless?

Create a numeric-only username and password. You then have to grant that user remote monitoring access through /appadmin.

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New Member

Re: Agent Monitoring using 7921 wireless?

Thank you I will try this.

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