You could also look at third-party products from Nice or Witness that can utilize the Monitoring and Recording functionality built into UCM. Either would provide the ability to silently monitor a user without requiring shared lines.
I'm not sure CCX/CCE would be a good fit unless the monitor targets are contact center agents.
Cisco Unified Communications Manager Features and Services Guide, Release 7.1(2) - Monitoring and Recording
UCM merely provides the framework for other applications to invoke the monitoring and/or recording. UCM does not provide any end user interface for this nor does it provide any archival functionality.
The Supervisor Desktop being referenced in that document is part of Contact Center Enterprise (Contact Center Express does not use this framework yet). Alternatively you can use other compatible products, like as the ones I mentioned above, to provide the UI and archival functions.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...
If you have 2 ISR routers, one acting as Failover, do we need to have both the same number of SRST licenses on the 2 routers?
No. You will only need the SRST licenses on the primary router. Because this feature...
You have reached the Cisco Logistics Support Center.. To Check Status of your RMA, visit Product Returns & Replacements (RMA).
Need help? Contact us by Phone or Email.
Phone: 1800 553 2447 Option 4