I think you are asking if a feature is supported, but it also sounds like you are relaying a problem. Supervisors monitor agents through the PC, not the phone.
If there is something else, please reply back.
FYI - I know you are an Express specialist, but with UCC Enterprise, CTIOS also supports CUCM-based silent monitoring using the phone's built-in bridge. In that case the Supervisor's phone does indeed ring when you start to silent monitor an agent. Answer the phone and listen to the conversation using the phone. Much more efficient method than monitoring through the PC.
This should be in a recent Express version too.
Geoff, you caught me assuming again! What ever am I going to do with myself? On a side note, the new CAD 6.6 CSD end user guide does not specify whether or not the phone can be used as a monitoring device. So I think we will have to assume...yuck..that the feature has not changed, and the monitoring can only happen at the PC.
Can anyone else confirm this for UCCX 7x?
Well, here is the last nail...
UCCX 7x SRND Â§ 2.6
"When a supervisor clicks the silent monitor button on the CSD, it signals to the Monitoring component to forward a copy of the captured RTP streams for the selected agent to the requesting CSD. The CSD then plays the packets through the sound card on the CSD workstation. No IP Phone (or any type of phone) is involved when the silent monitoring stream is being played using CSD."
Summary: The phone is not used in silent monitoring, only the PC.
I had asked my colleague if the form of silent monitoring available in CUCM/CTIOS I have been describing was possible with Express, and he thought so. We stuffed up by not checking the SRND.
When I wrote the initial draft of my reply I had written that the feature should be available in a future Express version; then I asked and changed it. I'll go back to my original. ;-)
Haha, glad to see honest man is among us!
CCX Premium licensing enables the steps necessary to use the rmon.aef script. This is known as Remote Monitoring in the CCX documentation.
Essentially a supervisor can call the trigger for that application/script and listen to CSQs or agents through their IP Phone. This does not involve CSD at all and is entirely separate. You can also call into this from off-net if desired since it's just another application/script/trigger running.
It is worth noting that this has enough of a performance impact that the configuration tool has a row specifically for this feature. I would recommend making sure the hardware is sized properly before rolling this out in an existing install.
I have UCCX 7.0 Premium.
I would like to use the rmon feature, but we are integrated with Active Directory and all supervisor usernames are letters. I am under the impression that for RMON to work, the userID must be numeric. Is this correct?
In this case, must I create another AD user per supervisor that I would like to enable for the remote monitoring feature?
I am just wondering if we can edit the rmon.aef script and remove user/id part to by-pass the authentication. Is it required in order to use remote monitoring.
Has anyone successfully implemented rmon.aef for silent remote monitoring.
I have had limited success with rmon.aef on UCCX 5.0(1).
When I first configured it it worked fine. When I tried to demonstrate it to the customer the IVR part worked by the audio stream was not connected.
I did have to change the user name to use digits rather than characters.
I have recently upgraded the customer to 5.0(2) with the latest service release and so will try it again later this week.
The "Start Monitor" step requires a value for Supervisor. I guess that you could set this to an alphanumeric value in the script rather than use a numeric value entered when authenticating as happens with the current script. If you only have one team (or want to allow any supervisor to access any agent) this should be fairly simple to do.
I would still implement some security (check entered PIN against a value stored in an XML file? - could also use this to set alphanumeric supervisor ID I guess).
If this feature were more reliable (and better documented!!!) it would be really useful.
Please rate if helpful.
But can be defined per user. Under rmcm-> Remote monitor->
You can specify which CSQ or agents that supervisor can monitor. This is for UCCx 7.0.1sr3.