Call Monitoring on UCCX 5.0

[carlo-lopez]

                   Our Agents ACD line appears on the 2nd button on the phone device and the Agents Primary Line on the 1st button. When the agent uses their Primary Line, call monitoring will pick up their conversation. Is there a way to disable the monitoring of the Primary Line? We only want to monitor the ACD line.

[Jonathan Schulenberg]

There is not with the built-in CSD recording. Alternatively you could use QM or third-party recording product which relies on the CUCM BiB recording functionality. In that scenario you can apply a monitoring CSS to the supervisor's phone which does not give them access to the agent's non-ACD line.

[carlo-lopez]

Thank you, Jonathan. This infomration confirms our next steps. Do you have any recommendations for products that monitors call flows on a video display monitor?