Is there a way to monitor (listen) in on active non-agent calls? The customer will be using a combination of Cisco 78XX, 88XX and Jabber devices and wants the ability for managers to actively listen in to on-going calls. These are non-contact devices so silent monitor won't work unless Cisco has included SM in the CUCM application. Is there a 3rd party application that would work?
Your requirement of monitoring non UCCX/UCCE agent call can be fulfilled by the 3rd party solution Parsec's "MARS Silent Monitoring"
Yes, it is possible for CUCM users to do the Call Barging. We do offer such 3rd Party solutions. Please refer this attachment.