Hi,
My customer has a Cisco UCCX 9.0.2 Call Center and a CUCM 9.1(2) and asks to allow a supervisor
- to monitor conversation between an agent and a customer without either party knowing that they are being monitored
- to talk to agents in a whisper coaching mode during a monitoring session. The customer will not be able to hear the voice of the supervisor.
Which software do you use to do this?
Can you give me an advice?
Thanks
Cristina