We are using IPCC 7.2.4 and CVP 4.0.1 and we have integration with Oracle CRM. Agents are using Oracle Softphone instead of CAD. However Supervisors using Cisco Supervisor Desktop. Since silent monitoring is not working, I was reading few docs which says that for silent monitoring will work only if agents are using CAD.
Just want to cross check with the experts. Is it true that for silent monitoring to work we need to have CAD and it will not work with Oracle Agent application.
CTIOS requires a packet capture application for silent monitoring. This is installed when you load CTIOS Toolkit client. I have not had much luck with Silently monitoring from one Client type to another. You may have alternative option though, depending on which CallManager Version you are running, you can enable CallManager Silent monitoring on the CTIOS server. CCM Silent Monitoring works a little differently. Silent Monitoring takes place on the Supervisor's phone, instead of their PC speakers. Look through the CTIOS documentation for CallManager requirements... - Oh and if you decide to go with this method, make sure the agents phones are configured with a 'Monitoring CSS'
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
[toc:faq]CUCM Database Replication is an area in which Cisco customers
and partners have asked for more in-depth training in being able to
properly assess a replication problem and potentially resolve an issue
without involving TAC. This document discusse...