Silent Monitoring Overview
Silent call monitoring allows a supervisor to eavesdrop on a phone conversation. The most common scenario is in a call center where a call agent is speaking with a customer. Call centers need to be able to guarantee the quality of customer service that an agent in a call center provides. With silent monitoring, the supervisor can hear both call participants, but neither of the call participants can hear the supervisor.
Silent monitoring can only be invoked by a CTI application through the JTAPI or TAPI interfaces. Many Cisco applications, such as Cisco Unified Contact Center Enterprise and Cisco Unified Contact Center Express have the ability to use silent monitoring. Any CTI application that monitors calls must have the corresponding monitoring privileges that are enabled for the application-user or end-user account.
Silent monitoring is call based. When a supervisor invokes a silent monitoring session, the following occurs:
The supervisor selects a specific call to be monitored.
The start-monitoring request from the application triggers the supervisor phone to go off hook and automatically triggers a monitoring call to the agent.
The agent phone automatically answers the monitoring call. The monitoring call does not get presented to the agent.
Secure Silent Monitoring
You can also configure secure silent monitoring. Secure silent monitoring allows encrypted media (sRTP) calls to be monitored. Monitoring calls are always established using the highest level of security that is determined by the capabilities of the agent phone regardless of the security status of the call being observed. The highest level of security is maintained by exchanging the secure media key in any call between the customer, agent, and supervisor. Monitoring calls using secured media carries approximately 4000 bits per second of additional bandwidth overhead, same as standard secure media (sRTP) calls.
If the agent phone has encryption that is enabled, the supervisor phone must also have encryption enabled in order to allow secure silent monitoring. If the agent phone has encryption that is enabled, but the supervisor phone does not, the monitoring request fails.
Unified Communications Manager also supports whisper coaching, a CTI enhancement on silent monitoring whereby a supervisor can speak to the agent while the monitoring session is underway without the customer hearing. Whisper coaching can only be initiated by a CTI application. If silent monitoring is already configured, then no additional configuration of Unified Communications Manager is required for whisper coaching.