Silent monitoring ,Coaching/Whispering capability can be achieved for Cisco CUCM using 3rd party application from Parsec Telesystems.
MARS Silent Monitor & Whisper-Coaching application for Cisco Unified Communications Manager allows a supervisor to silently monitor & whisper/coach to a monitored agent during a conversation between an agent and a customer without the customer or agent knowing that he/she is being monitored.
Supervisor can Monitor, Whisper-Coach agents using his Cisco mobile device 7925 IP Phone also.
The application does not require Cisco UCCX/UCCE for enabling the monitoring feature in CUCM.
Application Video: https://youtu.be/56DvpoXshPc
