Continuous Silent Call Monitoring session

[darlenemontgomery]

Looking to find out if anyone is familiar with the ability to have a continuous Silent Call Monitoring session? The same agent is monitored without the supervisor needing to select that same agent each time they begin a new call session.  Is this possible?  If yes, is there a programming parameter that I need to add or update in CUCM?   We are running - CUCM 9.1.2.12901-3 (Packaged UCCE)

Thanks

[rosaho]

This discussion has been reposted from Additional Communities to the Contact Center community.

[Pranjol Saikia]

The requested feature is present in the below 3rd party application.

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 IP Phones / mobile device 7925 IP Phone also.

The application does not require Cisco UCCX/UCCE for enabling the monitoring feature in CUCM.

The application provides continuous monitoring feature also.

Checkout the application Video : https://youtu.be/56DvpoXshPc

For more details you can write to pranjol.s@parsec-tech.com

[darlenemontgomery]

Thanks for the info on the  MARS product.  

I am looking into it further as a possible solution.  

[Pranjol Saikia]

For more details you can write to pranjol.s@parsec-tech.com