Continuous CTIOS silent monitoring

Hi,
We recently upgraded UCCE from v8.0 to v9.0
Before the upgrade, we were using CTIOS based silent monitoring.
The supervisor would pick an agent and listen to him continuously over several calls in a single silent monitoring session.
The session would be on-going even when a call ends and another call begins.
After the upgrade, we had to use Call Manager based silent monitoring.
Now however, a single silent monitoring session would only allow to monitor the current call.
When the call ends, a new session has to be initiated again
Any advise on how to fix this issue?
Thank you,
Sahar Hanna

Checkout the doc
https://supportforums.cisco.com/document/12296686/silent-monitoring-cisco-call-manager-without-need-uccx

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Silent monitoring problem in Custom CTI

Dear all
We are having problem in Cisco CTI silent monitoring. We are using custom CTI. If we use Cisco Built-in CTI then there is not problem. How I can enable the custom CTI.
Best Regards
Sultan Al Arif
+8801811459994

Hi Sultan,
For custom CTI agent desktops silent monitoring you need to run the WinPcap install executable:
•WinPcap_3_0_nogui.exe
The CTIOS silent monitor feature requires that you modify a WinPcap registry setting after installing (or reinstalling) WinPcap. In the Windows registry go to the following registry key:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NPF
Change the value of the Start setting under this key from 0x00000003 to 0x00000002. Reboot the PC.
If this does not solve your problem that means silent monitor is not enabled on your custom CTI agent desktop application. In that case you need to enable it on the application 1st. For more information please check the "Enabling Silent Monitor in your Application" (starting from page 107) and “SilentMonitorManager Object” (starting from page 463) on the CTI OS Developer's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.5(1)
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_5/developer/guide/cti75devg.pdf
Thanks and Regards,
Ashfaque

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: 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.

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.)

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.

Network interface cards tested with cisco agent desktop and CTI Toolkit Desktop Silent Monitor

Hi Guys,
My Customer is testing the Silent Monitoring, but, not is working. He is using the NIC Intel 82579LM, version 17.4 - 64 bits. I read the documentation the link http://www.cisco.com/en/US/prod/voicesw/custcosw/ps5693/ps14/prod_system_requirements0900aecd800e3149.pdf
but, the reference is to version 7.1.3. My Customer work with UCCX and CUCM version 8.6. Are there one specific documentation about this version? The link don´t show the NIC tested by my Customer
Thank You,
Best Regards,
Wilson

Hi
I've done lots of deployments of this on UCCX, and still haven't found a NIC that doesn't work. I'm sure there are some, but they appear to be very rare.
If you can sniff the UDP when a call is in progress, it can work. If you can't, then it's usually down to configuration - e.g. non-phone-connected PCs, span-to-PC-port, PC vvvlan access, etc etc.
Aaron

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

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

CAD Silent Monitoring 8.5(2a)

Hello,
I am having a weired situation happening with CAD 8.5(2a) with ICM 8.5(3)
The silent monitoring is working and the supervisor can monitor the agent normally however , what is happened is if the supervisor was monitoring a agent and he decided to monitor another agent , if the supervisor didn't stop the first one and acivate the monitoring on the second supervisor he can listen to both at the same time ???? is this normall with CAD 8.5(2a) because earlier version if the supervisor starts a monitroing while he is monitroing aanother agent, the first one stops and the second is activated automaticly.
I also encountered another situaition, if the supervisor is monitroing a agent on active call and the call is ended the agent will be kept under monitroing so if another call came in the monitoring became active directly , is this also normal with CAD 8.5(2a)
Thanks for any clarficiation.
Amer

Hi Hardik Patel,
CSCsq34070 "Request Operation failed" error was obtained on CAD
Symptom:
"Request Operation failed" error was obtained on Cisco Agent Desktop, when Cisco Agent Desktop tries to dial out to a non-existing number
Conditions:
Call initiated from Cisco Agent Desktop
Thanks,
Anand
Please rate helpful posts !!

Silent Monitoring

Hello All,
I need some guideance on how to use silent monitoring, we just set it up, however we don't know if we're using it properly or not
when the supervisor wants to silent monitor an agent what does she need to do ?
we can't find the "start voice monitor button" do i need to configure it under desktop admin ?
however if we do intercept start voice monitor, we don't get an error however how does it work ?
the supervisor phone is on hook
where does the audio will come from ?
could you please explain to me how to use it ?
thank you
i read the end user guide for supervisor and it only says
To start monitoring an agent:
1.Choose an agent in the Agents tree.
2.Click the Start Voice Monitor button, or choose Intervention > Start Voice Monitor.
To stop monitoring an agent:
■Click the Stop Voice Monitor button, or choose Intervention > Stop Voice Monitor.
thanks

I am testing voice monitor with UCCE version 7.5. I created 2 teams with similar configuration and each team has its own supervisor & agent. The voice monitor works fine for 1 team but not the other.
Team 1 (working):
* Supervisor login to supervisor desktop & CAD
* Agent login to CAD
* Supervisor press CTRL+A while the agent is having conversation
* Voice coming out from the supervisor's phone
* Supervisor can see "connected" status on his CAD
Team 2 (not working)
* Supervisor login to supervisor desktop & agent desktop
* Agent login to agent desktop
* Supervisor press CTRL+A while the agent is having conversation
* No voice is coming out
* Nothing is happening on the supervisor's CAD
Could you provide hints where should I start for troubleshooting?

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.

Continuous CTIOS silent monitoring

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