CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
Unified CM-based silent monitor configuration
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Unified CM-based silent monitor configuration

Unified CM-based silent monitor configuration

Unified CM silent monitor configuration and administration

This section describes how to configure devices and JTAPI users on Unified CM to enable silent monitoring.

Enable built-in bridge for agent's device

On the Phone Configuration page (see figure below), you must set "Built-in Bridge" to On for the agent's device (79X1) to be silently monitored.

Figure 1. Phone configuration (built-in bridge)



Add PG user to Standard CTI Allow Call Monitor

A new user group called "Standard CTI Allow Call Monitor" has been added in Unified CM 6.0. This group contains the set of application users that can silent monitor calls. You must add the PG user to the "Standard CTI Allow Call Monitor" user group to silent monitor calls. The following figure shows an example of an Application User Configuration page with an Application User added to the "Standard CTI Allow Call Monitor" user group.

Figure 2. Application user configuration (CTI allow call monitoring)



Monitoring Calling Search Space

On the supervisor's line appearance page, there is an entry for "Monitoring Calling Search Space". The administrator enters the previously created partition for the agent that can be monitored. The Monitoring Calling Search Space on the supervisor's line appearance page must include the partition to which the agent's line belongs.

The following figure shows the Route Partition on the agent's line appearance page.

Figure 3. Agent Route Partition



The following figure shows the Monitoring Calling Search Space on the supervisor's line appearance page.

Figure 4. Supervisor Monitoring Calling Search Space



Monitoring notification tone

You can configure a monitoring notification tone using the Service Parameter Configuration page in Unified CM Administration. There are two entries:

  • Play Monitoring Notification Tone to Observed Target When set to true, this option plays the tone to the monitored party (usually an agent).
  • Play Monitoring Notification Tone to Observed Connected Parties When set to true, this option plays the tone to the party to which the monitored party is talking (usually a customer).

You can configure a monitoring notification tone using the Service Parameter Configuration page in the Unified CM Administration Interface/Select Server/Select Unified CM (active) for Service.

The following figure illustrates both tones enabled.

Figure 5. Notification tones



CTI OS and silent monitoring

You can configure the CTI OS Server to use either the Unified CM-based silent monitor or the CTI OS-based silent monitor. This is controlled by the following field in the CTI OS Server registry:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems Inc.\ CTIOS\<CTIOSInstanceName>\<CTIOSServerName>\EnterpriseDesktopSettings\All Desktops\IPCCSilentMonitor\Name\Settings\CCMBasedSilentMonitor

This field is a DWORD. If this field is present and is set to 1, the Unified CM-based silent monitor is used. If this field is set to 0, the CTI OS-based silent monitor is used.

Run the CTI OS Server setup program to enable the Unified CM-based silent monitor. If the server setup program is not run, the Unified C-BasedSilentMonitor field is not present causing CTI OS to use the CTI OS-based silent monitor. You can also run the setup program to reconfigure the CTI OS-based silent monitor.


Note


This field is removed if you roll back CTI OS 7.2.


Restrictions

Phones

The Unified CM-based silent monitor is only supported on 79x1 versions of Cisco IP Phones. This means that deployments without these phones or deployments with mobile agents must use CTI OS-based silent monitor.

Cisco Unified CM

Cisco Unified CM is required.

CTI OS desktop versions

The Unified CM-based silent monitor can only be initiated by 7.2 IPCC Supervisor Desktops.

Release 7.2 agent and supervisor desktops can monitor and be monitored by 7.x desktops only if the desktops are using the CTI OS-based silent monitor. The following table provides a matrix that shows which versions of CTI OS components can successfully silent monitor each other.

Table 1 CTI OS desktop version matrix

Supported

Silent Monitor Type

CTI OS Server

CTI OS Agent Desktop

CTI OS Supervisor Desktop

Yes

CCM

7.2

7.2

7.2

No

CCM

7.2

7.1 and earlier

7.1 and earlier

No

CCM

7.2

7.2

7.1 and earlier

Yes

CCM

7.2

7.1 and earlier

7.2

Yes

CTI OS

7.2

7.2

7.2

Yes

CTI OS

7.2

7.1 and earlier

7.1 and earlier

Yes

CTI OS

7.2

7.2

7.1 and earlier

Yes

CTI OS

7.2

7.1 and earlier

7.2

Recording applications

Recording applications record agent conversations. Recording applications do not interfere with silent monitoring.

Transfer and conferencing of monitored calls

Supervisors cannot transfer or conference silent monitor calls because these functions are not supported.