Our Call Center Agents used 7940 with headsets to make shadow calls

[faisaljamilkhan]

Hi Team,

Our agents are using Cisco 7940 with headsets to make shadow calls. they can hear both in headset and handset at the same time but recently we have upgraded the IP Phones 7800 series and when we switch to headset mode it splits the voice to only headset not in the handset.

Is this disabled by default or that feature is no more supported in new phones?

[Jaime Valencia · Accepted solution]

That is WAD, there was an enhancement request for that, but it was closed:

Handset/Headset monitoring feature enablemen for Cisco 7841 phones

CSCvq45408

[faisaljamilkhan]

So, this is not supported in Cisco 7800 or 8800 series IP Phones anymore?

[Roger Kallberg · Accepted solution]

AFAIK It never was supported on these two models.

[Will Pettit]

If it helps, we set our new employees as Supervisors in UCCX so they can use the Call Monitor function whilst training.

[PTS]

Please check the application MARS Silent Monitoring.

You can have users to silently monitor calls of agent.

The application integrates with Cisco CUCM and does not require any Cisco UCCX/UCCE contact center licenses.

Please refer attached document for more details.