We have just received a requirement from a new agent group that agents be able to be silently monitored by phone from outside our network. We currently use UCCE 6.0/CTIOS 6.0/UCM 4.1(3)/IPQM 3.5(4). We will be moving to UCCE 7.2/CTIOS 7.X/UCM 6.1(2)/IP-IVR 5.0 before the end of 2008.
Are there any solutions available within the product suite? Any 3rd party solutions that work well (and that are priced reasonably)?
We work with Verint/Witness for Quality Recording, and they have said they don't have a solution to do what we need. I know we could also build a UCCX if necessary, but hoping for something simpler if possible.
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...
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 discusses the bas...