We are using CUCM version 11.5. We are piloting a third-party call monitoring\ recording solution that doesn't rely on UCCX (it uses the built-in bridge feature on the phone). We would like to have a single tone played for the agent (but not the connected party) when the supervisor starts monitoring the phone call.
Under "System-> Service Parameters-> Server (our server)-> Service Cisco Call Manager -> Clusterwide Parameters (Feature - Monitoring) -> Play Monitoring Notification Tone to Observed Target" I have the setting set to True. The tone is played every 8 seconds of the phone call.
Does anyone know a way to change this interval? I would like to play the tone once the supervisor connects only. If that is not possible I could live with having the tone play at a much longer interval than 8 seconds.
Any help is greatly appreciated.
In CUCM Service Parameters you can enable monitoring tone in to be heard by Agent only on start of monitoring by supervisor ( Please refer attached image for the CUCM service parameters).
Please find below the 3rd party solution to monitor & coach(whisper) a CUCM based agent ( non UCCX/UCCE agent)