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How to set up Voice Monitoring

I ahve searched all over cisco.com and cannot find a clear guide for this. Can some either point me in the right direction or post the steps?

I want to enable Silent Voice monitoring on our CCX cluster. Are there additional HW requirements?

Thanks

Liam

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Re: How to set up Voice Monitoring

You're right, there's no really good document on getting the monitoring & recording configured step by step. There are no additional HW requirements, but it does need Enhanced or Premium license packages.

There are two different ways of doing monitoring & recording in UCCX:

* Desktop-based, which uses the CAD running on a PC connected on the back of the agent IP phone. CAD handles the RTP and forwards it to the CSD (monitoring) or the server (recording).

* Span-based, which needs a SPAN session configured on the switches and mirrors all phone traffic to the 2nd NIC of the server. This is useful when the agents doesn't have PC to run CAD and they log in using IPPA.

I've found these guides useful. Those are for old CRS versions but most still apply:

Desktop-based:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml

SPAN-based:

http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml

HTH

Pablo

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