Silent Monitoring Capabilities with Cisco UCM5

[ryabutler]

I know that Cisco UCM 6 and 7 can do this. Don't know about Cisco UCM5.

Is there a feature or a way on Cisco UCM 5.1 to enable Silent Monitoring?

I have a client that wants the IT Manager to silently listen to employee's phone calls without them knowing about it.

Is that possible on Cisco UCM 5.1?

Thank you!

[Jaime Valencia]

No, the only thing that you can do with CUCM for that purpose is barge and you require shared lines.

HTH

java

if this helps, please rate

[Rob Huffman]

Hi Rashida,

Here is the "old - pre-CUCM 6.x" and "new-CUCM 6.x/7.x info;

Pre - 6.X

Certain Cisco partners have provided customers with the ability to monitor and record using separate applications. Within Cisco, products such as Cisco Unified Contact Center Enterprise can perform call monitoring. These products deal with the Real-Time Transport Protocol (RTP) streams at the computer telephony integration (CTI) application layer. The observer receives RTP through a personal computer. Switched Port Analyzer (SPAN) is often required to monitor and record calls.

The drawbacks of this approach include:

•SPAN is difficult to configure.

•Site-specific equipment is often required.

•Monitoring applications have limited scalability.

•Supervisors must listen to monitored and recorded calls through their computer.

•No provision for call admission control (CAC) or region-based codec negotiation

6.x/7.x

Cisco Unified Communications Manager Silent Monitoring Feature

Using Cisco Unified Communications Manager Release 6.1(1), the silent monitoring capability:

•Allows supervisors to monitor agents through a Cisco Unified IP phone.

•Allows monitored calls to be managed like normal calls (for example, these calls can be transferred, held, or added to a conference).

•Does not require SPAN.

•Is network topology-friendly.

•Plays through a phone, not a personal computer.

•Supports CAC, bandwidth reservation, and codec negotiation.

•Provides notification tones when legal compliance is required.

The Unified Communications Manager silent monitoring and recording feature is invoked through CTI using Java Telephony Application Programming Interface (JTAPI) or TAPI instead of the previous method of using SPAN ports.

Cisco Unified Communications Manager Recording Feature

Using Cisco Unified Communications Manager Release 6.1(1) there are two recording modes available:

•Automatic recording- All calls are recorded on line appearance; recording is invoked by Unified Communications Manager.

•Selective recording-The supervisor and/or recording server can elect to record temporarily based on business rules and events.

When a recording session is invoked automatically or selectively, Unified Communications Manager delivers the unadulterated speech (two RTP streams) to the recording server through a Session Initiation Protocol (SIP) trunk established between the Unified Communications Manager server and ***recording server.

Call recording in Unified Communications Manager Release 6.1(1) is supported by all 3rd-generation phones (Cisco Unified IP Phone 7911G, 7931G, ,7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and 7971G-GE models).

Silent Monitoring/Recording Architecture

Cisco has adopted an IP phone-based approach for silent monitoring instead of the typical SPAN approach. The agent's phone mixes the media streams of the agent-to-customer call and sends that stream to the supervisor.

http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC6.1.1/features_apps/CMmonrec.html#wp998251

Hope this helps!

Rob

PS: I really hate it when people want to listen in on peoples calls without some pre-warning, it sucks! Just my two cent$

[sebastjan.stucl]

Hello Rob!

Nice replay I have to say. But let me ask you this question about call record that i'm facing atm during the deployment..

I've enabled the Call Record buttons for the Agents inside the Desktop Administrator -> Workflow Groups -> Interfaces. Is there anything else I have to enable?

Agent can click on this ICON during the call and the *.wav is then visible inside the Cisco Supervisior, but after playing this record I don't hear any sound.. The file lenght depends on the length of the conversation, so the only problem I see it here is that it does not save any RTP stream inside this *.wav.

Let me add that when I speak with the Agent during the RECORDING I hear his voice on my phone-set. Agents are using computer and Cisco Communicator installed with CAD on their PCs.

And there is extension mobility enabled on all Agents.

Can you help me here? Do I have to configure anything else somewhere? On the Call Manager?

I'm using CCX 7.x

Thank you!

[lbustos]

Hi

I had the same problem and the solvent creating span in swtitch.

But now, if I record two call, one the recorded file is heard bad, and other file is good.