Whisper coaching

[safety2008]

Good morning

in this Cisco document

Feature Configuration Guide for Cisco Unified Communications Manager, Release 11.5

it says

Whisper Coaching

Unified Communications Manager also supports whisper coaching, a CTI enhancement on silent monitoring whereby a supervisor can speak to the agent while the monitoring session is underway without the customer hearing. Whisper coaching can only be initiated by a CTI application. If silent monitoring is already configured, then no additional configuration of Unified Communications Manager is required for whisper coaching.

can anyone confirm that this does or does not work. I have saw a post of someone who said they got it working and was able to speak to the agent but I do not see how this actually works or is configured.

in this new age we are trying to figure out a way to train our new reps. before they would sit in someone's cube with a training headset so the trainer could listen and guide during calls. now we need a way to do that without sitting together in the same cube and this feature would be a big help.

Thank you.

[Mohamed Saad Rashad]

Hi Satefy,

could you guide us with document to do this feature , 

I have UCCE 12.6 and CUCM 14

Thanks
MSR
Mohamed Saad Rashad

[Mohammadreza Hadi]

yes, it is work & OK..

see this URL for how to config:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1/featureConfig/cucm_b_feature-configuration-guide-1251/cucm_b_feature-configuration-guide-1251_chapter_01001.html

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also, as brief, you must do this steps: (assume we have CUCM + UCCX)
1- enable BIB (built in bridge) on all phones
2- add this permission to supervisor user >> Standard CTI Allow Call Monitoring
3- enable Monitoring CSS on all lines (Direcrotu Numbers)
4- add this permission to RmCM app user >> Standard CTI Allow Call Monitoring + Standard CTI Allow Call Recording
5- let's go & test feature.. (let agent talk to someone, then you as supervisor, click on "Actions" button & press "Monitor" option..