Monitoring

[HARISH S]

Hai ,

I am totally new to Contact Center .Just started it .Well I am a little confused with Monitoring .

There are 2 kinds of Monitoring ,Supervisor Desktop based and Remote Monitor .

what exactly Monitoring means ? Can I hear voice when I do monitoring in both cases ?

In which cases you need to configure SPAN for Monitoring ?

In my cases when I do Supervisor Desktop based Monitoring the StartMonitor icon appears but I really dont know what Supervisor is doing ?

How can I find it ?

In Remote Monitoring also the same .Its telling that Monitoring is happening .But I can neither hear any conversation nor  dont know where to check for the same ?

If I am having mistakes please correct me .

Thanks ,

Hari

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[piyush aghera · Accepted solution]

Hi Harish,

Supervisor monitoring is done by Supervisor of an IPCC team via supervisor desktop application.

Here supervisor will select an agent who is on call and can barge-in to listen the call and if required join the call as three party conference.

Please refer the below link for more information:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf

Remote monitoring is used for the purpose of giving a way of monitoring agent calls from off the network; where client can dial in a number and can select an ongoing call to monitor.  In this scenario, the person doing monitoring can not join the call, person can only listen the call.  This is also known as silent monitoring.

Please refer the below link for more information:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080b5e901.shtml

You can also refer below links to gain some more information on this topic:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080bbd522.shtml

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf

****** please rate all the useful posts.

Thanks.

[HARISH S]

Thank you

A quick question .Do I need to configure SPAN on my switches to hear the voice conversation in both cases ie (Superviseor Desktop and Remote Monitoring).

Mine is a lab scenario .All agents are in voice vlan . My Servers are in Server vlan and Pcs (CSD & CAD ) are in another vlan too.So I am trying to use SPAN here .

But when i run Wireshark on my destination port ,the one that I am monitoring I am seeing RTP Packets but no voice is heard .

Thanks ,

Harish