07-28-2009 04:11 AM - edited 03-18-2019 10:29 AM
Hi,
Customer wants to use Silent Barge Funtionality without using a shared line
and using only CUCM 7.X. At the moment he is able to achieve this using Nortel PBX and he expects the same from CUCM also.
Quick response will be appreciated.
Thanks,
Shams
07-28-2009 07:27 AM
Not possible with just CUCM, you would need something like UCCX or UCCE which provide monitoring
CUCM barge is only with shared lines.
HTH
java
if this helps, please rate
07-29-2009 09:29 AM
You could also look at third-party products from Nice or Witness that can utilize the Monitoring and Recording functionality built into UCM. Either would provide the ability to silently monitor a user without requiring shared lines.
I'm not sure CCX/CCE would be a good fit unless the monitor targets are contact center agents.
Cisco Unified Communications Manager Features and Services Guide, Release 7.1(2) - Monitoring and Recording
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/7_1_2/ccmfeat/fsmr.html
07-29-2009 10:03 PM
Hi Schulenberg,
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/7_1_2/ccmfeat/fsmr.html this document says you can achieve Silent monitoring on CUCM alone with a SUpervisor desktop agent. I want to know what is this Supervisor desktop agent is it a part of CUCM or does the customer need sto purchse it?
07-30-2009 10:39 AM
UCM merely provides the framework for other applications to invoke the monitoring and/or recording. UCM does not provide any end user interface for this nor does it provide any archival functionality.
The Supervisor Desktop being referenced in that document is part of Contact Center Enterprise (Contact Center Express does not use this framework yet). Alternatively you can use other compatible products, like as the ones I mentioned above, to provide the UI and archival functions.
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