CTI and JTAPI/TSP Applications for silent monitoring

[filiberto.aguirre]

A client request to configure silent monitoring, the documentation states:

The call monitoring and call recording features impose requirements upon the following areas:

•CTI/JTAPI/TSP

•Call processing

•Cisco Unified Communications Manager Administration

•Cisco Unified Communications Manager database

•IP Phone Firmware

the client does not have contac center; for silent monitoring is required CTI and JTAPI/TSP Applications as far as understood.

How do I get these applications and how must be configured to integrate with CMBE??

[Rob Huffman · Accepted solution]

Hi Filiberto,

The Silent Monitoring feature only works with Call Centre/Contact Centre applications. The documentation references this in a few places.

Monitoring and Recording

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Call centers need to be able to guarantee the quality of customer service that an agent in a call center provides. To protect themselves from legal liability, call centers need to be able to archive agent-customer conversations.

The Silent Call Monitoring feature allows a supervisor to eavesdrop on a conversation between an agent and a customer without allowing the agent to detect the monitoring session.

The Call Recording feature allows system administrators or authorized personnel to archive conversations between the agent and the customer.

Cisco Unified Communications Manager Business Edition supports the Silent Call Monitoring and Call Recording features.

The Silent Monitoring and Call Recording features specify generic features in Cisco Unified Communications Manager. Cisco makes these features available to any deployment or installation where monitoring- and recording-enabled applications are available.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucmbe/admin/6_1_1/ccmfeat/fsmr.html#wp1050066

Hope this helps!

Rob

[filiberto.aguirre]

Thanks Rob,

Once again you solved my doubt

Thanks again