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Different type of Silent Monitoring

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This document was generated from CDN thread

Created by: yogesh kumar on 17-08-2013 05:26:54 AM
What is the difference between CTI OS Based Silent Monitoring and Unified CM Based Silent Monitoring?

When would you choose one over the other (the advantage of one over the other)? 

Subject: RE: New Message from yogesh kumar in Computer Telephony Integration Object
Replied by: David Lender on 19-08-2013 09:30:31 AM
See the CTIOS System Manager’s Guide section on Silent Monitoring
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios9_0/installation/guide/UCCE_BK_C3D5EC47_00_cti-os-system-manager-guide_chapter_01.htm

There is a table that lists the differences between CTIOS and CM based silent monitoring and there is also a list of advantages and disadvantages of the two.

Unified CM-based silent monitor allows a supervisor to listen in on agent calls in IPCC call centers that use Unified CM Version 6.0 and later. Supervisors can send silent monitor requests to monitor agents without the agent being aware of any monitoring activity. When the Unified CM-based approach is adopted for silent monitoring, the agent phone is used to mix the media streams of the agent call. The mix is then sent to the supervisor phone.

CTI OS-based silent monitor allows a supervisor to listen in on agent calls in IPCC call centers that use CTI OS. Supervisors can send silent monitor requests to agent desktops without the agent being aware of any monitoring activity. Voice packets sent to and received by the monitored agent's IP desk phone are captured from the network and sent to the supervisor silent monitor service connected to the supervisor desktop. At the supervisor silent monitor service, these voice packets are decoded and played on the supervisor system sound card.

For full information about silent monitoring see the CTIOS System Manager’s Guide
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