Listen to conversation in a call center

Hi and thanks for your help!
I would like to know if this is possible to listen to a talk between a customer and a employe directly from a phone that is own by a supervisor?
I have seen this:
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/UC6-0-1/features_apps/CMmonrec.html
witch is a method to do the above , but it require a program on a PC or it record the line.
What we would like is to listen to the line that is in use by a agent inside the organisation by a phone like you would do on an analog phone went there is 2 phones and by the simple way of grabbing it you could be able to listen to the conversation.
The client is using a Cisco UC520 Phone with SPA 500 series phones.
thanks alot.

Hi Simon,
That's a feature mostly use by Call Center but CME has feature called Barge to be able to force a conference between two phone but both phones need to have a share line.
The best way is to use UCCX (Contac Center Express), it has a feature called Silent Monitor to be able to listen calls from agents:
Silent Monitoring. CSD allows a supervisor to silently monitor agent calls. It can be configured whether the agents are aware or unaware that they are being monitored.
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/UCCX_BK_C39FDB35_00_cisco-unified-contact-center-express/UCCX_BK_C39FDB35_00_cisco-unified-contact-center-express_chapter_01.html
Regards

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It seems that they are offering you a discount even when they don't really need to. How is THAT bad customer service?

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