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Beginner

UCCE Silent Monitoring with Shared ACD Line

 

UCCE 12.5 supports shared ACD line extension. With shared ACD line configured on Cisco IP Phone and Jabber device; both devices are running, is supervisor able to perform Silent Monitor? Jabber registered via Expressway does not support Silent Monitoring. 

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Rising star

What exactly are you looking to monitor since you mention a Cisco phone and Jabber device?

You can't use Jabber on a mobile device for an agent endpoint.

If I were you, I would confirm you're able to silent monitor a shared ACD line that exists on two Cisco hard phones (models that are supported for UCCE endpoints) as a start.

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Beginner
Beginner

Please checkout below article : ( Silent Monitoring for Shared Lines , Multiple Lines ,Jabber Windows Client , Cisco Desk Phones )

 

https://community.cisco.com/t5/collaboration-voice-and-video/silent-monitoring-for-shared-lines-multiple-lines-jabber-windows/ta-p/4121843