02-08-2006 09:25 PM - edited 03-13-2019 11:29 PM
I have a need to have certain customers be able to remote monitor agents; currently the customer is either on site or connects via VPN to use the Silent monitoring feature; I am wondering if there is any functionality or 3rd party application that would allow a customer to dial-in to a number (from outside) via PSTN and listen to agents who are taking calls from a queue?
02-10-2006 09:14 AM
I think this is a feature supported in IPCC 40.
The feature is called Supervisor Remote Monitoring. Upto 32 remote monitoring sessions are possible. A report is also generated as to chronological list of monitoring sessions. This is only available in Premium bundle.
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_data_sheet09186a008019ade0.html
You can map a PSTN number to route through CCM->IPCC and then remotely monitor agents.
HTH
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02-10-2006 07:28 PM
Do you know if this is supported in IPCC Enterprise Edition 6.0 or 7.0; I cannot seem to find any information on this.
02-10-2006 09:10 PM
This is not currently supported on IPCC Enterprise. For this type of functionality, you would have to look at a 3rd Party recording solution.
HTH
- jay
02-11-2006 06:39 PM
Thank you for the information; can you give a recomendations on 3rd party products for this functionality?
02-13-2006 06:41 AM
I would suggest that you search the Cisco Developer Program for 3rd Party Recording/ Monitoring Solutions :
http://www.cisco.com/pcgi-bin/ecoa/Search
Off the top of my head, I believe that both NICE and Witness offer PSTN based monitoring capabilities for IPCC Enterprise.
- jay
02-13-2006 01:48 PM
I have used the Metreos Call Monitoring Application to do this. It is pretty easy to setup. Witness has call Monitoring and recording but not PSTN access.
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