IPCC Silent Monitoring via VPN

[drussell]

We are trying to setup a scenario for an at home agent. One of the requirements is that we can conduct silent monitoring. The scenario is that there is an agent at home with an 871 VPN router, 7940 Hard Phone, and CTIOS 7.0 Agent. We are running CTIOS Supervisor at headquarters and attempting to monitor the remote agent during a call but not geting any audio at the Supervisor. There is a message on Supervisor saying something to the effect that "session not started, verify that silent monitoring capabilities are installed...". Has anyone done this and can you provide some insight on the end-to-end configuration?

Thanks

[shayonasul]

During CTIOS client installation, it provides a checkbox which must be selected for both the agent and supervisor desktop. You may not have selected that checkbox while installing on either agent or supervisor desktop.

I think you will have to re-install the Supervisor and/or Agent Desktop.

HTH. Please rate all helpful posts.

Sulabh

[drussell]

Installing Silent Monitoring capability is installed by default on CTIOS 7.0. This scenario works for us on the same network but VPN fails. It's most likely the 871 but not sure of a correct config to allow monitoring to work - if that's even possible.