Questions about IPCC express, barge-in and silent monitoring
I have a IPCC 4.0 Enhanced with a Callmanager 4.2 on the main site. The Call centre agents and supervisors are located on a different site, connected through a WAN.
When a supervisor barges into a call, the caller hears the music on hold for a short moment. Is this by design or can it be avoided?
From my understanding, silent monitoring requires a local IPCC server that can sniff the RTP-packets using a SPAN-port. In my situation, I need remote monitoring what requires IPCC express premium. Is this correct?
Re: Questions about IPCC express, barge-in and silent monitoring
Voice monitoring and recording are features of the IP Integrated Contact Distribution (ICD) Cisco Supervisor Desktop client. These features allow a supervisor to silently monitor and record an agent's phone call. Silent monitoring is a term used synonymously with voice monitoring. It refers to the ability of a supervisor to monitor an agent's phone conversations without being heard and without letting the agent know it is happening. Recording allows the supervisor to record, save and play back calls from their Cisco Supervisor Desktop.
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...
The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.