SIlent Monitoring for Supervisor Tools

Hi all,
I do have the issue with Cisco Silent Monitoring for the supervisor, they can't heard the agent voice by using the Superviosr Recorded File tools but managed to heard by access the wave file directly from the Cisco UCCX 7.0?
Do anyone have any idea?

Hi,
I am not aware of any application included with UCCE.
However, it's relatively easy to build such an application, since CTI OS supports - or, at least, exposes - API calls to start silent monitoring from a third party application. It's even easier with Gen3 phones since they support CUCM-based silent monitoring using their built in bridge (BiB).
G.

Similar Messages

UCCE 7.5 Silent Monitoring for only primary supervisor

Hi all,
We currently activate Silent Monitoring for our UCCE platform 7.5 using BIB and CCM based deployment.
I'd like to enable the feature for only the team primary supervisor. Meaning the same supervisor, if configured as secondary for a different team, can not monitor calls of members from that team.
Can someone please give me a hint?
Thank in advance,
Best Regards,

If it was CTIOS you could remove the button, recompile and deploy that Supervisor Desktop. But I guess you have CAD.
If it was the Cisco Agent Desktop you could create a workflow, remove a button (make it invisible), and assign this workflow to agents who did not require the function.
Not sure about CSD. I know you can remove buttons for everyone (we removed the one for Dynamic Reskilling) but I can't recall if you get the ability to do more.
Regards,
Goeff

UCCX Finesse silent monitoring for direct dial calls

I completely understand that Finesse is geared towards the inbound contact center, at least for right now. Although I can't say the marketing materials really stress that. But I cannot understand the lack of silent monitoring for all call types. Currently silent monitoring only works for inbound calls from UCCX, and does not function for direct inbound calls, or direct dialed outbound calls.
From a system view, Finesse is using UCM's built in silent monitoring, via a very basic JTAPI command. There is very little engineering required to enable this functionality, and I truly thing is is a major limiting issue. Many customers in fact only want the ability to do silent monitoring and basic reporting, and Finesse would be a perfect product for this.
I am considering looking at putting together some custom scripts/web apps to engage the required JTAPI in CUCM via a Finesse Gadget, to replace the built in Finesse silent monitoring function. I'm curious if anyone has some input on how involved that might be, seems like I just really need to pass the monitoring DN and monitored DN through a JTAPI command.
More importantly, is there any hope for Finesse to support this natively? Or other outbound features? If it's a feature "in the works" we have a customer who might be able to "get by" using the Cisco Agent Desktop silent monitoring, but only if that is the case.
Good link on silent monitoring capability in Cisco Finesse: http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

We've got to delimit the problem.
When we use 3rd party recording solution there are 4 RTP flows: 1 incoming to monitored/recorded phone and 3 flows outgoing.
1 incoming RTP flows
- voice of remote phone
3 outgoing RTP flows
- voice of monitored/recorded phone
- voice of monitored/recorded phone sent to 3d party recording server
- voice of remote phone sent to 3rd party recording server
When we use a network analyzer we see that the agent running in the PC (UCCX 5.0) establishes two RTP flows for the monitoring session. But we can see that one of these flows sends 3 packet RTP per 1 packet RTP sent in the other RTP flow (in the same time).
We think agent sends to monitoring device all the outoing RTP packets of the phone (that belong to three different RTP flows), instead of sending only the RTP packets belonging to voice of monitored/recorded phone.
The other flow, voice of remote phone, sounds fine.
Is there a solution to avoid this problem when we monitor with UCCX 5.0 and record with a 3rd party software at the same time?
Thanks,
Christian

Silent monitoring - Without Supervisor Desktop

Is it possible to dial into an application via a phone and silent monitor an agent? Example, training class with a conference phone turned on and listening to an agent for an hour.
Sent from Cisco Technical Support iPad App

Hi,
I am not aware of any application included with UCCE.
However, it's relatively easy to build such an application, since CTI OS supports - or, at least, exposes - API calls to start silent monitoring from a third party application. It's even easier with Gen3 phones since they support CUCM-based silent monitoring using their built in bridge (BiB).
G.

Remote silent monitoring

Iam having ICM 5.0 I have a requirement to have my remote supervisor who is sitting in an different country and connect through a IPLC circuit to monitor the local agents we also need to have silent monitoring enabled. Is it possible to have a remote user to listen the calls on a ICM server accross WAN?

Andy,
Silent Monitor for IPCC is not the same as Remote Silent Monitor.
Remote silent Monitor allows a supervisor in a remote location use a PSTN phone, dial into a IVR and initiate a Monitoring session to an agent.
Silent Monitor for IPCC - supervisor needs to be in front of a desktop and initiate a monitoring session by clicking a Monitor icon on the desktop. voice packets are played on the multimedia speakers on the supervisor PC.
Remote Silent Monitor is offered on the IPCC Express Product currently. It is not offered for IPCC Enterprise and IPCC Hosted Editions.
Thanks

One more solution for Silent Monitoring Windows 7 64-Bit - ERROR VOIP2037 Unable to open the NIC adapter for sniffing.

Hi,
we are using UCCX 8.5 SU3.
After replacing the actual agent workstations with Windows 7 64-bit we had to face problems with the silent monitoring. (no sound at all and in the CSD the usual error popup "Silent Monitor-Session failed...").
In the CAD logfile I found the errorcode. "ERROR VOIP2037 Unable to open the NIC adapter for sniffing. Please reconfigure the installation."
After investigating the logfiles, starting postinstall.exe a hundred times and reading the Configuring and Troubleshooting VoIP Monitoring Guide.
I just learnt about the wonderful tool nicq.exe.
And so i found out that the driver spcd.sys wasn't installed.
Check in the registry for "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\SPCD"
It seems to me that the "Cisco Supervisor Desktop.msi" never installs the driver one a Windows 7 64-bit.
After starting the NICQ.EXE as administrator the driver is being installed.
Test 1: Check Driver Status
Driver not installed. Attempting to install it...
Driver has now been successfully installed.
SPCD Driver service is not running. Attempting to start it...
SPCD Driver service is now running.
Test 1: SUCCESS
And after that the silent monitoring works again like a charm.
Maybe that info help someone.
kind regards, sebastian

Excellent information, this has been driving me crazy for a while now. Once i saw this info I was able to get it resolved rather quickly.
+5 for you, (I tried to click it above but it would not let me.)

Remote Silent Monitoring (RSM) Disabling Supervisor Team Structure

      We have a need to silent monitor across UCM clusters and UCCE instances. According to the the installation/admin guide (re. version 9.1), this is how cross cluster/instance monitoring can be possible. My question, from a relatively high level, how does a supervisor select an agent on a particular cluster? Do we have to configure a dial-in number for each PG?
Thanks.
- Geoff T

      We have a need to silent monitor across UCM clusters and UCCE instances. According to the the installation/admin guide (re. version 9.1), this is how cross cluster/instance monitoring can be possible. My question, from a relatively high level, how does a supervisor select an agent on a particular cluster? Do we have to configure a dial-in number for each PG?
Thanks.
- Geoff T

Monitoring and Alerting tools for Business Object Data Integrator

Hi,
We have Business Objects DI installed in AIX 5.3 environment. Please advise any type of monitoring and alerting tools for DI.
Monitor tools to monitor Job servers(like job service and web services running properly) and also to monitor long running extraction jobs and alerting the same. Thanks.
Thanks.
Raj.

Hi Thomas
Though both the tools objectives are for Data integration, the purpose for both tools are different.
SAP BODS/ BOBJ Data Integrator is an ETL tool which involves combining data residing in different sources and providing users with a unified view of the data
SAP PI is a Middleware/EAI tool which have a mechanism/technology that connects different parts of an application or a series of applications
SAP BOBJ Data Integrator
Bulk Data Integration
Extraction Transformation and Loading
Deals of huge volume of data
SAP PI
It is process based integration of application data
It is a middle ware which integrates various project applications into a common programming package that can be operate/access as a single application
SAP NetWeaver PI is SAP’s implementation of Service-oriented Architecture (SOA) middleware and facilitates the integration of business processes that span different departments, organizations, or companies.
SAP PI uses SAP NetWeaver Application Server and message servers where in fail over cases the messages can be resent again.
The below differences will gives you more clarity
Verdict is we can use both the tools for data transfer/migration and for choosing the tool depends upon the business requirement
Please reply back if you need more information.
Regards
Murthy

Unable to Silent Monitor newly configured agent via SAD

Unable to silent monitor newly configured agent via SAD (supervisor agent desktop).....attached is a screen shot of the error messages.
I have verified the following -
- agent is able to log in successfully...
- supervisor is able to see the agent via realtime report etc...
- agents that are being monitored successfully, has the same NIC card and are on the same vlan as the new agent...
- I am able to see the new agent extension and mac address under VoIP monitoring device in the CDA (cisco desktop administration)...
Please advise, thanks -

There is a utility in the newer releases of UCCX that is included with CAD on the agent PCs that can help narrow down the cause of this problem. On the agent PC, navigate to C:\Program Files\cisco\desktop\bin and you will see NICQ.exe. Run this utility while the agent is on a call. This utility captures packets on the NIC and verifies that the PC is receiving packets from the phone correctly.
If this tool reports that it cannot find an RTP stream, it's best to focus on the agent PC and their phone configuration. On some phones, you may need to disable the advertise G722 codec, because this is not supported with CAD monitoring/recording yet. Also, even though the MAC address shows up correctly in CDA for their extension, it's important to make sure the extension is only used once in CUCM by searching the route plan report. Otherwise, the VoIP Monitoring service may receive the wrong device's MAC address when trying to filter for the RTP stream.
Make sure the PostInstall tool on the agent PC has the correct NIC selected to capture traffic on. This is important when the agent PC has more than one NIC installed. This utility is also in C:\Program Files\cisco\desktop\bin on the agent PC.
If the phone seems OK but the problem remains, you can isolate it to a PC by connecting the agent's phone to another PC, like the PC of an agent that can be monitored. If the non-working agent can be monitored using their own login to CAD and their own phone on the other agent's PC, then it's just a matter of finding differences between the two PCs that can lead to the problem.
Thanks,
Brendan

UCCX: Silent monitoring is not working and recorded file is also not playing

Hi,
Running UCM 8.5 cluster with UCCX 8.5.
In CSD, silent monitoring is not working.
Windows XP OS is running on supervisor desktop. when i select the agent
then the silent monitoring icon will highlighted once i click on the icon,
after 5-7 seconds i am getting an error "Silent monitoring session has
failed".
Not able to playback the recorded files:
I can able to record and the file size is 2.6mb for approximate 3min
recording.When i tried to play from supervisor record viewer it is playing
but no voice is coming. And i downloaded using play & save option and
tried to play the .wav file but i can't hear any voice.
Problem is while playing back the recorded file. I can able to see the
recorded files in the UCCX.
Please help me out!!!
Thanks & Regards,
Krishna

It's likely the same problem: CAD is not forwarding packets to CSD or the CCX recording service. Two common causes for this are:
The phone is not spanning to the PC port or does not allow PC Port VLAN Access. Change these options to true on the phone's configuration in CUCM.
The NIC of the agent's PC running CAD is not processing 802.1q-tagged Ethernet frames. It must not drop these and pass them into the Windows NDIS stack for CAD to get them. Google is your friend here; this commonly requires registry changes to make the NIC process the packets.

Agent Desktop Recording and Silent Monitoring with IP Communicator.

Reading through the forums I have seen several posts which make me think this should work, but I can't seem to get silent monitoring or recording using the agent desktop to work when the agent is connected through IP communicator. Currently I have help desk agents using extension mobility to log into 7962s that are connected to thier desktops running agent desktop connecting to UCCX 7.01. Silent monitoring and recording work fine with thier hard phones. When I install IP communicator on the PC and log into it using EM, the agent desktop takes control of the IPC just fine and will distribute calls to it, but my recordings are blank and silent monitoring from an supervisor station fails to initialize. Is there something I am missing in the configuration that is special when using IPC instead of a hard phone? Thanks in advance.

Couple of things I've learned about the CIPC and monitoring/recording:
No named devices. Use the SEP + Mac Address of the local Ethernet interface.
Ensure the Ethernet interface can be put into permiscuous mode.
Ensure you are NOT using a shared line appearance for the IPCC Extension.
If you are using CAD to do the monitoring/recording, launch the CIPC before you launch CAD
If you are using SPAN, ensure the CIPC RTP traffic will traverse the network where the SPAN interface is located.
If you are calling phone-to-phone, know that the CIPC will attempt to negoitiate G.722. UCCX cannot monitor/record G.722. Set the region or call to the PSTN where you can guarantee a G.711 or G.729 call.

UCCX Desktop Silent Monitoring is not working

Dear All,
I am facing silent monitoring issue on some my cusomter site .I was working fine but customer changed it's contact centre location.Now contact centre is located on different location.All service is working fine except silent monitoring .
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Supervisor can’t silently monitor any agent .Supervisor is using desktop monitoring services to monitor all agents.
I have analyzed the debug logs a agent machine .and there is some registry warning messages and errors .I have reinstalled the CAD but no luck .Please help to sort out this issue .
UCCX details
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Customer is using UCCX 7.0 (SR4)
CUCM 7
Agent Machine Details
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Agent machines have only one NIC (Wired).
NIC Manufacturer Intel,broadcom and 3com
IP communicator : 7.0.2
Microsoft Windows XP SP3
Supervisor Machine Details
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Supervisor are using Wireless NIC.
NIC Manufacturer Intel,broadcom and 3com
Microsoft Windows Vista Business/Ultimate and Microsoft Windows 7 Ultimate
IP communicator : 7.0.2
I have also attched following Information
Agent and supervisors debug level logs.
Agent and supervisor's "ipconfig /all" out put.
Fowing registry values
\HKEY_Local_Machine\SYSTEM\ControlSet001
\HKEY_Local_Machine\SYSTEM\CurrentControlSet
\HKEY_Local_Machine\SOFTWARE\Spanlink

I had similiar issue after upgrading. We found that the QOS RSVP service is needed for our silent monitoring to work properly. We were disabling it in group policy.
Hope this helps.

Silent monitoring is not working

Silent monitoring is not working, sometimes it work for some and others time it does not.
CCM ver 7.1.x
IPCC Express 7.0.x

- What kind of monitoring the ystem is configured for (server based or desktop ? )
- what it fails do you see any errors on the CSD ?
- are agents in the same location as supervisor ?
Regards
Anuj

Finesse silent monitoring vs CUCM whisper coaching

Hi all,
My understanding is both of these function uses the same resources from CUCM which is the BIB. And the only way to do whisper coaching is through CUCM. So for all the supervisory function (silent monitor, barge, intercept), they will be able to use Finesse Supervisor but when they want to do whisper coaching they will need to use the IP Phone directly by doing silent monitoring first then do whisper coaching. Is that the correct flow?
If setup in such a way, will there be any conflict between Finesse & CUCM?
Thanks!
-JT-

You can check out the 3rd Party solution "MARS Silent Monitoring & Whisper App for CUCM" in Cisco Market Place
The solution requires only CUCM.It does not require Cisco UCCX/UCCE.

CUCM Silent Monitoring

Hi all,
We have UCCX 7.0.1 product in our company, and was wondering if CUCM Silent Monitoring through the Phone's BIB (Build In Bridge) is possible from CSD.
I know UCCE supports Silent Monitoring through CM BIB, but I could not find any document saying that this is supported on UCCX.
I just want to make sure I did not miss something out.
And if anyone knows of any 3rd party application that could trigger the silent monitoring session start on Call Manager.
It's CUCM 7.0.1
Many thanks for your help,
George,

Parsec’s MARS Silent Monitoring application for Cisco Unified Communications Manager allows a supervisor to monitor a conversation between an agent and a customer without either party knowing that they are being monitored.
The customer will not be able to hear the voice of the supervisor.
Contact centers are required to assure the quality of customer service their agents provide to callers. To provide assurance of quality, the ability to monitor the agent-customer conversations is critical to call center business.
This application DOES NOT REQUIRE Cisco UCCX.
https://marketplace.cisco.com/catalog/products/4134

SIlent Monitoring for Supervisor Tools

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