Is it possible to silently monitor calls realtime in CUCM 6.1? I'm playing with the built in call monitoring but I can't figure out how to initiate the monitoring session or how to send the session to the supervisor phone. I've setup the barge feature using shared lines and it works fine but it shows on the agent phone display when the call had been barged and my client is wanting to keep it invisible to agents.
Is this possible or do I need some third party tools?
Also, there is currently no request for call recording but that may come up in the future.
Thanks for the response. Yes we do have UCCX (v5) and CUCM 6.1.5.
So you're talking about monitoring the agents which is what we want do but in this case it has to be done through UCCX and not using the Silent Call Monitoring feature in CUCM or do they work together somehow? Sorry for all the questions, I just need to make sure I understand this completely.
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