Listen to conversation in a call center

[Simon Robert]

Hi and thanks for your help!

I would like to know if this is possible to listen to a talk between a customer and a employe directly from a phone that is own by a supervisor?

I have seen this:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/UC6-0-1/features_apps/CMmonrec.html

witch is a method to do the above , but it require a program on a PC or it record the line.

What we would like is to listen to the line that is in use by a agent inside the organisation by a phone like you would do on an analog phone went there is 2 phones and by the simple way of grabbing it you could be able to listen to the conversation.

The client is using a Cisco UC520 Phone with SPA 500 series phones.

thanks alot.

[Leo Salcie Tejeda]

Hi Simon,

That's a feature mostly use by Call Center but CME has feature called Barge to be able to force a conference between two phone but both phones need to have a share line.

The best way is to use UCCX (Contac Center Express), it  has a feature called Silent Monitor to be able to listen calls from agents:

Silent Monitoring. CSD allows a supervisor to silently monitor agent calls. It can be configured whether the agents are aware or unaware that they are being monitored.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/UCCX_BK_C39FDB35_00_cisco-unified-contact-center-express/UCCX_BK_C39FDB35_00_cisco-unified-contact-center-express_chapter_01.html

Regards

[Alexander Anoshin]

Another way is to use 3rd party apps that provide Silent Monitoring, Barge and Whisper features. Check this - http://aurus5.com/phoneup/priority

[Simon Robert]

So as I understand I need a 3rt party software in all case.

Correct?

I can't do it with the phone already in place.

Thanks!

[Jaime Valencia]

Without a 3rd party app, the only option is Barge and cBarge, and that means you would need to have a shared line on your phone for everyone you want to monitor, and it won't be silent monitoring, you'll be creating a conference.