Silent Monitoring configuration

[schwabcm]

We have a UCCX 11.6(2) environment with CM 11.5, and we're trying to enable silent monitoring for our contact centers.  

We've tried to reference this document:

Feature Configuration Guide for Cisco Unified Communications Manager, Release 11.5(1) - Silent Monitoring [Cisco Unified Communications Manager (CallManager)] - Cisco

We've done the following:  1) enabled Built-in Bridge on the devices only (not system wide), 2) Set the DSS on the agent & supervisor CTI ports to be same in Monitoring CSS drop down, 3)  Both user profiles allow for monitoring and recording, 4) the rmcm appliation also allows for recording and monitoring.

When we test monitoring we get and error that silent monitoring isn't allowed for the supervisor.  We're at a loss as to what we're missing.  We were thinking perhaps it was related to permissions in the CSS, but we're not sure where that would be or if that is the place to look.

Any advise or tips would be appreciated.

[david.macias]

Sounds like you're doing everything right. Is the error on the Finesse desktop when you click on the agent who is talking?

david

[schwabcm]

Yes we get the error in Finesse once the agent is selected by the supervisor and selects start monitoring.
What we are also confused about is what the expected treatment is.

[garthman1]

Are you using Mobile Agent? - silent monitor not supported. 

[schwabcm]

We are not using Mobile Agent, we are using Jabber softphone client and regular 8851 devices (which are connected via Expressway), then we login to Finesse on our desktops.

[bill.king1 · Accepted solution]

Check to see what version of MRA/Expressway you are on. This is often mentioned in the notes for some of the older versions that you won't be able to do it. If you're seeing the error in Finesse I bet it is more of a CSS issue like you mentioned, but if you're hitting the below it won't really matter since it wouldn't be technically supported anyway.

Unsupported Contact Center Features

.....

Built in Bridge(BIB) functions,which means that silent monitoring and recording, and agent greeting are not available.

[schwabcm]

reviewing matrix for expressway 8.9 it does say BiB is not compatible hence monitoring and recording are not as well.  Thank you all for the tips!

[schwabcm]

We have Expressway 8.9.  The error is solely in Finesse, so if we have a potential CSS issue, any advise on how to identify and resolve?