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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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configuring silent monitoring on uccx?

i have cucm 11.5 and uccx 11

i need to configure silent monitoring for supervisor to hear the agents calls , does silent monitoring require changes in the call center script? 

also can someone please link me how to configure silent monitoring on uccx? i only found the steps on cucm in the below link

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_1052/CUCM_BK_C3A84B33_00_cucm-feature-configuration-guide_chapter_01001.html

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Rising star

Re: configuring silent monitoring on uccx?

No changes are needed on CCX for Supervisor silent monitoring

Silent Monitoring uses the Built in Bridge in the agents phone so make sure that is enabled for your agents.

You must also set a suitable "Monitoring Calling Search Space" for your Supervisors. On UCM find their Device Profile then under their directory number in the "Line 1 on Device xxx" section set a Calling Search Space

Graham

Contributor

Re: configuring silent monitoring on uccx?

thank you alot , i found several pages that shows steps , some pages suggest i need to add to the supervisor end user certain access group as well , ill try it and let you know
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