UCCX 9.x - whisper coaching

[Cristina Boghi]

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

[Jonathan Schulenberg]

This is not supported by CCX; however, the CTI events for this (as well as a pre-recorded agent greeting) were added to CUCM in the 8.5 train. So far I'm only aware of this being offered in UCCE, not CCX; however, since this is actually a CUCM feature you can evaluate third-party monitoring solutions (e.g. Calabrio, Nice, Verint, etc) to see if any of them support it. The Developer Marketplace can give you a listing of the many compatible recording vendors. I ran a quick Google search but none of them came up as an obvious match sadly. Time to play "feature go fish" with the sales guy/gal.

Please remember to rate helpful responses and identify helpful or correct answers.

[Stanislav Kozhuharov]

Hi Cristina,

As Jonathan said, this is a feature offered by UCCE.

I used an ANDTEK feature for providing call monitoring with whisper coaching with CUCM 9.1

It's working fine and the implementation was easy.

In this case, an agent phone should be configured for monitoring with ANDTEK.

It should be no problem, when the phone is an agent phone, because the integration with ANDTEK is filly independent from CCX.

[Akhilesh Nambiyath]

Hi Cristina,

I  hope u can use Cisco Unified Workforce Optimization

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps8293/data_sheet_c78-710576.html

Please remember to rate helpful responses and identify helpful or correct answers.

[Pranjol Saikia]

You can checkout the 3rd Party solution "MARS Silent Monitoring & Whisper App for CUCM" in Cisco Market Place 

The solution requires only CUCM.It does not require Cisco UCCX/UCCE.