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.
Simple script : Prompt caller to enter a PIN using the Get Digit Step.In the Success branch I created an IF step > If (Pin_Entered == "1234") ; then the TRUE branch is a '= SET' step to identify the Extension ...
I am having an issue where any consult transfer to a UCCE PQ never updates the Call.CallingLineID variable in Finesse....even after the transfer completes. The variable remains stuck on the extension doing the initial transfer and never displays the...
Good morning and a very happy Friday Cisco community. Have a weird one here, doing an upgrade for the client UC system(CUCM, CUC, CER and IM&P) from 10.5.1 TO 12.5. But I had to upgrade the CUCM to 10.5.1 to 10.5.2 first so It can be upgra...