Call monitoring

[SolDominguez]

Hello! I'm looking for a way to monitor live calls without recording them in a virtual setting with Cisco desktop phone model CP-8845. What software do you use, can we do it directly from the phone itself?. This is an important feature to be able to provide timely coaching for employees, especially  new hires. 

[bill.king1]

Are these phones part of a contact center like UCCE or PCCE? If so, there are options for monitoring using say Cisco Finesse. 
Some of the third-party recording solutions like Calabrio also allow you to live monitor a phone, even if you're not recording them.

[Mohammadreza Hadi]

for "whisper coaching" feature, you must deploy cisco contact center servers like >> uccx,pcce,ucce..
also other cisco gold partner solutions like "imagicle" provide some module like >> imagicle attendant console >> which gives you whispers coaching feature.. (which is working alongside of your cisco phone..)

see this >>
https://www.imagicle.com/en/products/attendant-console/

[PTS]

To silent monitor calls in Cisco IP phones you can see below 3rd party solution "MARS Silent Monitor and Whisper" for Cisco CUCM UCCX UCCE PCCE.

https://developer.cisco.com/ecosystem/cpp/solutions/161477/

App Video : https://www.youtube.com/watch?v=NeRVtf6TGSA

Parsec’s MARS Silent Monitor & Whisper Coach solution for Cisco CUCM/UCCX/PCCE allows Agent Trainees & Supervisors to silently listen a conversation between an experienced agent and a customer.
The agent trainees initiates the call silent listening session via an application web based interface ( No need for any access to the Cisco Finesse supervisor interface ).
Silent Monitor Session: Supervisor can hear the
voice of both agent & customer, but customer & agent cannot hear the
voice of the supervisor.
Silent Whisper Coach Session: Supervisor can hear the voice of both agent & customer. Agent can hear the voice of the supervisor but customer cannot hear the voice of the supervisor.

For more details write to info@parsec-tech.com
www.parsec-tech.com