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New Member

Silent Monitoring of Calls

I have a user who would like to silently monitor calls in progress for both quality and training.  Is this just a function of call center?  Can it be done any other way?  I know CUCM 9.1 integrates some call center functions, is it possible there?

Current environment:

CUCM 8.6

Unity Connection 8.6

3 REPLIES
Cisco Employee

Silent Monitoring of Calls

Yes, that's a call center feature, closest thing you get with just CUCM is barge, and that's basically conference you in the call, and it needs to be a shared line.

HTH

java

if this helps, please rate

www.cisco.com/go/pdihelpdesk

HTH

java

if this helps, please rate

www.cisco.com/go/pdi

Re: Silent Monitoring of Calls

Hi,

PhoneView from UnifiedFX (http://www.unifiedfx.com) includes a "Remote Audio" feature that leverages the Silent Monitor feature on it's own. No need for UCCX or any other contact center systems, just CUCM Version 7.0 or greater (tested with CUCM 10.0).

The following video (http://www.youtube.com/watch?v=LL12RWFuNXM) shows this feature in action.

Note: The latest version of PhoneView now includes the ability to sel policies the control the use of this and other features.

Kind Regards.

Stephen Welsh

New Member

Silent Monitoring of Calls

Hello,

I also recommend to take a look to the 2Ring PHONE SERVICES (http://www.2ring.com/NewJuice).

The Monitoring is one of the newest feature in version 7.0.

Jusk ask for TRIAL.

Regards,

Martin

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