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Monitoring Calls

What is the simplest and cheapest way to monitor a phone conversation? We don't need to record live audio, but would like a supervisor to have the ability to listen to a conversation between and employee and a customer/client.

5 REPLIES

Re: Monitoring Calls

Are you using IPCC for your call center, if you have Enh or Pre version, it can do Silent monitoring with Cisco Supervisor desktop. Of course there is a heavy price tag for the software and server.

I will check to see if there are any third party software that will do this and let you know.

Sankar.

Bronze

Re: Monitoring Calls

No, we are not currently using IPCC. We're running "old school" style, but now people are asking about the ability to listen in and monitor calls. Is there any version of IPCC included with CallManager or is even the Express version an add-on? We'd only need licenses for 3 or 4 supervisors to listen in on calls. Thanks!!

Re: Monitoring Calls

The version of IPCC you get with Callmanager is Standard. That will not support Bargein, Intercept, Silent monitor etc. YOu will need to ugprade the 5 seats to enhanced and install that either coresident or on a separate server. The upgrade costs wont be that high, unlike buying a new server/software etc.

Also remember that you cannot monitor every persons phone call. Supervisors can monitor only agent phones. If you are looking for a all user monitor solution, you better be looking at third party solutions. Also with IPCC you have to use the software to monitor and listen to it on the PC speaker. You cannot listen to it via phone.

HTh

Sankar

PS: please remember to rate posts!

Bronze

Re: Monitoring Calls

Rough idea on the cost to upgrade the 5 seats? You can do Silent Monitoring with the Enhanced version?

This could sound dumb, but what's the quickest and easiest way to figure out which one of our servers has the IPCC standard installed on it? I didn't setup and install our system!

Will the IPCC Enhanced let you monitor calls via a phone or still just the PC Speaker? Thanks!!

Bronze

Re: Monitoring Calls

Any chance this could be done by using an Attendant Console?

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