Cisco Supervisor Desktop Silent Monitoring

[mitesh.mishra]

Hi,

Can i use CM Based Silent montoring with Cisco Supervisor Desktop. i read lot of documents and eveywhere it mentioned same thing that we need to configure Spanning on Switch ports.

Can someone please help me on this.

Thanks

Mitesh..

[D_Lebedev]

Hi,

Please take a look.

Hope it helps

http://thevoiceman.wordpress.com/2011/10/18/uccx-configuring-agentsupervisor-recording-monitoring-within-a-citrix-environment/

http://dreamforccie.wordpress.com/2010/03/30/automatic-call-recording-at-uccx/

[tom.sullivan]

CM Based silent monitoring isn't supported with CAD/CSD on the UCCX platform.  It is only a capability on the UCCE platform.

regards,

Tom

[mitesh.mishra]

Hi Tom,

Thanks a lot for the reply, can i get any document to configure CM based silent monitoring with CAD / CSD on UCCE.

Thanks..
Mitesh..

[Aman Soi]

Hi Mitesh,

We did the CCM Silent Based Monitoring using CTI OS toolkit.

Please refer the URL which would help.

http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC6.0.1/features_apps/CMmonrec.html

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_0110.pdf

While doing the installation CTI Os , u would get option of Silent Monitor type with drop down menu for CCM Based , CTI OS BAsed and Disabled.

Select CCM Based.

In the Agent Phone , under Directory Number select CSS under Monitoring Calling Search Space.

Also,select Built In Bridge BIB as ON.

Under PGUser configured as Application user in CCM, give permission for Standard CTI Allow Call Monitoring.

Under Service Parameters, Cluster Wide Parameters [Feature Monitoring], Play Monitoring Notification Tone  to Observed Target /observed Connected  set as TRUE.

regds,

aman

[tom.sullivan]

There is not a specific setting in CAD Admin for this.  From the CAD admin guide:

Unified CM-based Monitoring and Recording

Unified CM-based monitoring and recording is a feature that uses an IP phone’s 
built-in bridge to monitor and record calls. 
To enable Unified CM-based monitoring and recording, consult the CTI OS System 
Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted. No 
configuration in CAD is required. 
NOTE: When Unified CM-based monitoring and recording is enabled 
on the CTI OS server, desktop-based and server (SPAN)-based 
monitoring and recording are no longer available.

The note is important if you are using CAD to record.  You'll lose this feature once you enable BiB based monitoring in this environment.

regards,

Tom

[mitesh.mishra]

Hi Tom,

Thanks a lot for your help

[Pranjol Saikia]

Please checkout the doc if it helps

https://supportforums.cisco.com/document/12296686/silent-monitoring-cisco-call-manager-without-need-uccx