03-12-2019 03:19 AM
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
03-12-2019 09:14 AM
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
03-12-2019 09:49 PM
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