Right, the CTI Desktop (more specifically, CAD) provides this option. We are using IPCC, yes. I got some info from the link below, which says the supervisor desktop can silent monitor, barge-in and also call record.
ICD Enhanced gives you the option of Silent Monitoring and Recording, which allows supervisor to listen as well as record agent's conversation. You can record/listen both, agent to agent calls as well as Outside caller to the agent.
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...