call monitoring in CME

[alex goshtaei]

Hi All;

Do you know which software is appropraite for the call monitoring in callmanager express? admininstrator needs to monitor agents calls to make sure they fulfill customer satisfaction.

therefore I am not looking for something technical like "cisco unified service monitor 1.1" , only listen to the conversation between agent and customer.

thanks

Alex

[vmoopeung]

Beside monitor button, CME will start to support line status monitoring using subscribe/notify w/ xml body in 4.1 release. If you want to develop custom application for line monitoring, the application could send subscribe messages to CME for the lines it want to monitor, CME would report the line status to application through notify messages with xml body content. Not sure any 3rd party software vendor, would have application to support this type functionality or not.

[a.gooding]

When you say call monitoring your speaking about recording the call or coming into the call to listen to what the agent is saying?. if thats the case calrex is what you can look at.

www.telrex.com