Is silent monitoring supported on Jabber Softphone?

[amoskraus]

We are looking at moving to Jabber softphone for our agents and supervisors.  I have one supervisor switched over attempting silent monitor her staff (on Cisco 8845s).  When she attempts to silent monitor she hears:"call cannot be completed as dialed" and Finesse displays "Unable to Silent Monitor at this time. Contact your system administrator." 

I have confirmed her phone is associated to our jtapi application user which has the Allow Call Monitoring, Recording, Control of All Device..., and CTI enabled. It also has Built in Bridge on.

Our environment is UCCX 11.6.2 HA, Jabber for Windows 12.5.0, CUCM 12.0.1

Thank you for your time.

Amos

[Anthony Holloway · Accepted solution]

"It also has Built in Bridge on" <--- This only needs to be on the phone you are attempting to monitor.

You most likely forgot to set the Recording and Monitoring CSS on her DN.

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#CUCM_TK_C40C0478_00

[amoskraus]

Thanks so much. I can't believe I missed that. Adding the Recording and Monitoring CSS resolved the issue. Go figure.

[Slavik Bialik]

Hi,

Try adding those 2 roles also:

• Standard CTI Allow Control of Phones supporting Connected Xfer and conf
• Standard CTI Allow Control of Phones supporting Rollover Mode

Although they might not documented (didn't check) but from experience if you are lacking those, you will probably have a JTAPI issues with 88XX phones, and it might be your issue.

Also, I didn't see that you mentioned it, but did you check under the supervisor DN that the "Monitoring Calling Search Space" setting is set to a CSS in your CUCM that can "see" the agent phones that the supervisor is trying to monitor? If not, that's the main problem. (Edit: Oh, I see that Anthony already mentioned that)

[amoskraus]

Thanks for your response. I already had the "Control of Phone" settings, but missed the Monitoring Calling Search Space.