Silent monitoring - Without Supervisor Desktop

[Landontod]

Is it possible to dial into an application via a phone and silent monitor an agent? Example, training class with a conference phone turned on and listening to an agent for an hour.

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[Gergely Szabo]

Hi,

I am not aware of any application included with UCCE.

However, it's relatively easy to build such an application, since CTI OS supports - or, at least, exposes - API calls to start silent monitoring from a third party application. It's even easier with Gen3 phones since they support CUCM-based silent monitoring using their built in bridge (BiB).

G.

[KennethLentz]

Is there a sample code snippet that outlines which Cisco APIs and subsequent API calls are needed to instantiate a silent monitor?

[geoff]

Is there an RSM (Remote Silent Monitoring) product from Cisco?

Regards,

Geoff

[KennethLentz]

I'm particularly interested in the socket based protocol that is available in UCCX.

[Gabriel Saavedra]

hmm what about the remote monitoring for UCCX....there you need to create an application and use the rmon.aef system script? Maybe that can work for you

Gabriel.

[Pranjol Saikia]

Checkout the doc if it helps.

https://supportforums.cisco.com/document/12296686/silent-monitoring-cisco-call-manager-without-need-uccx

You can do silent monitoring using a application service configured in the Cisco IP Phone