cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
885
Views
5
Helpful
4
Replies

Continuous Silent Call Monitoring session

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

4 REPLIES 4
rosaho
Participant

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

Pranjol Saikia
Enthusiast

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

Thanks for the info on the  MARS product.  

I am looking into it further as a possible solution.  

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

Create
Recognize Your Peers
Content for Community-Ad