Media Sense and Silent monitoring

Hi,
Is silent monitoring isn't available now for UCCX 10.5 and we should order media sense for recoding or still uccx include silent monitoring ?
If still included. What is encourage me to use media sense ? I mean what is the benefits for media sense over silent monitoring.
Also can I use QM and AQM with media sense ? or it is used only by CR ?
Final question: Can I use media sense or CR as a recording solution for CUCM to record all calls or for on demand recording ?
Thanks

any idea for the above ?

Similar Messages

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.

How do we permit a trainee to sit together with a CSR and silent monitor?

We are using a Cisco 7940 series phone. I have two new hire CSR's coming soon. I want them to be able to sit with an experienced CSR and silent monitor calls as they are taken, without using a speaker. I can't find the solution to this anywhere. Surely I'm not the first manager to want to do this! Help!!!!!

UPDATE:
Our headsets are Plantronics, Model CS55. They will not sync up to one base station. A "headset training adaptor" can be purchased, part# 03929-63, for $39.95, from several sources. The adaptor is nothing more than the "Y" adaptor I just purchased from Radio Shack. However, it does have a mute button for each user. Our headsets have mute buttons but, they beep every 15 seconds when on mute.
I don't think the cost will put us out of business and sounds like the better answer. I'm the newbie at this organization and am a little amazed they've trained using open speakers all this time.
Thank you everyone for the ideas!

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.

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.

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

Premiere Pro CC 2014.1 - end of media indicators different in source and program monitors???

Here are two screen grabs showing the right edges of the source and program monitors in PPCC 2014.1. Does anyone know why the end of media indicators are so different? Left is source monitor, right is program monitor.

Those are actually different indicators. The one on the left is the end of media indicator, which lets you know there are no more frames in the source clip. The one on the right is commonly known as the end of sequence indicator, which can also get to in the Source Monitor if you play a clip to the end and then hit Right Arrow.
Both indicators are controlled by the same option in the Overlay Settings dialog: End of Media/Sequence Indicators.

Silent Monitor and Call record with voice vlan

We are pretty new to CCX, and want to get silent monitor and call recording working. I've read a bunch of troubleshooting docs, and a bunch of the discussions here, but I am still unable to get it to work the way that I want.
Heres the setup. The phones are all set to the recommended settings, and the agent pc is plugged into the phone. The data vlan is 111 and the voice vlan is 222. When I run the nicq prog on the agent pc, it can not find the phone, but I can enter the ip in , and it sees the phone. The supervisor laptop can not monitor or record.
If I change the voice vlan to 111, nicq still can not find the phone, but the supervisor can record and monitor with no problem. Is is an issue with 802.1q and perhaps my nics do not support it?
CCX Ver:
8.5.1.11004-25

Hi
It could be, but it's pretty rare.
Have you enabled 'PC Port Voice VLAN Access' and 'SPAN to PC Port' on the phone?
Have you tried alternate PCs/laptops on the back of that phone?
Aaron

What recording licensing is correct for Finesse and Media Sense?

For UCCX, what is the difference between recording licenses and call recording seat license? I am trying to quote out UCCX with Finesse and Media Sense for recording. Also quoting WFM.

Hi Jacqueline,
The Cisco Unified CCX Recording Count is the License used for UCCX and Media Sense based recording.
The WFM needs separate WFM seat license.
Regards,
Arundeep

Silent monitoring calls with CUCM 6.0 and UCCX 5.0

Dear all,
We have just integrated a 3rd party recording solution in our VoIP system, which consists of CUCM 6.0 and UCCX 5.0.
Until now we used the recording and monitoring solution of the UCCX for the agents. This worked ok.
But, as we wanted to record other people's calls and also the outgoing calls of the agents, we have created for them a Recording profile in the CCM and assign it to the agents phone.
We have also mantained the recording and monitoring active for them in the UCCX.
What is happenning now is the following:
- The 3rd party recordings works perfectly.
- The recording in the UCCX gets only one way audio.
- The silent monitoring gets only one way audio.
- If the 3rd party recording server is stopped, but the recording profile is stil active in the phones, the silent monitoring in the UCCX works.
Could any of you confirm if using a 3rd party recording solution the monitoring still works?
Is there any 3rd party silent monitoring software?
Thanks in advcance.
Best regards,
Amaia

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 Using CUCM7.0 and IP Communicator

Hi,
Is there any way I can silently monitor an extenion that is running on Cisco IP Communicator.?
Regards,
Hammad.

There are lots of software out there can do that, such as NICE.
Michael
http://htluo.blogspot.com

Feature Request: Standard Keyboard Navigation in Media Browser and Project Panel

It's been a while since I've had time to submit a feature request. I've wanted to see this one for a while. If you agree, please submit your own feature request here: http://www.adobe.com/go/wish/
System Navigational Keyboard Shortcuts in Media Browser and Project Panel
Windows (and I'm sure Mac) has a standard set of keyboard and mouse navigational shortcuts for keyboard and mouse. I'm so used to using them in daily browsing (both in Windows Explorer and in any web browser) that missing them in the PPr Media Browser, or getting a different result in the Project Panel, is still very jarring and slows my workflow (even after having used Premiere Pro [again] since version CS4).
I propose that the Media Browser and Project Panel should honor the OS defaults for keyboard and mouse folder/file navigation. A few of the standard (Windows) keyboard and mouse navigational shortcuts are listed below (listed in order of most helpful to my own work):
Moust Back Button = "BACK"
ALT + LEFT ARROW = "BACK"
UP, DOWN, LEFT, RIGHT = steps through the various folders within the view.
UP, DOWN walks through the directory tree while RIGHT expands the currently selected folder and LEFT contracts that directory (twirl down, etc).
ENTER opens a folder.
ALT + UP = "Folder Above"
ALT + RIGHT ARROW = "FORWARD"
F2 Renames a folder
ENTER "takes" that name to the clip. (current functionality used ENTER to rename a file/folder).
ESC cancels the renaming operation.
Pressing Enter on any piece of Media or Title, etc should take an "expected" action acording to it's context. (i.e. ENTER on a video clip would load it inot the Source Monitor. ENTER on a Title would open it in the Title Editor. ENTER on a folder would take us into that folder).
These functions exist in both Windows Explorer as well as most modern Web browsers. When browsing files and Project folders, it's what I've come to expect. It's muscle memory, if not intuitive. I realize that many of these keyboard commands are already in use in other windows/panels of the application, therefore, these commands should be Panel-specific (i.e. ALT+LEFT works differently in the Media Browser and Project Panel than it does on the Timeline/Sequence). And as always, when making such changes (i.e. changing the behavior of ENTER to F2), this set of keys should be highly configurable based on preference:
Preference:
checkbox: Use OS-specific navigational keyboard and mouse commands in Media Browser and Project Panel
checkbox: Use the (very few) "classic" Adobe keyboard commands in the Media Browser and Project Panel
The most common habit I find myself doing in the Media Browser is clicking the BACK button on my mouse—only to realize, yet again, it doesn't work that way in PPr.
The most common habit I find myself doing in the Project Panel is pressing F2 to rename a folder/bin. Of course that doesn't work. And when I've renamed it, I press ENTER to save the name, but that only moves me to the next folder ready to rename it, too. I also find, out of habit, I try to navigate the bins using the arrow keys and then open the bin/folder using ENTER. Instead, my bin is asking for a new name and I hit ESC to avoid renaming it—now THERE's a shortcut that works the way it should.
I realize this feature may be controversial to some, since it's not the way we're used to doing things in PPr. However, I'm sure there are just as many out there, like me, who are confounded as to why PPr has never worked with the "conventional" navigation shortcuts found throughout the rest of the operating system, be it Windows or Mac.
If you agree with this feature request, please submit your own feature request here: http://www.adobe.com/go/wish/

Nice ideas Jeff.
There is a site - Flash Catalyst Wishlist/Ideas where you can post these ideas so that the community can vote on them.

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.)

My Program and Source Monitor Stopped Working: Premiere Pro 2014

Heres how it all started.
I got an error which said I didn't have the correct video modules, then came the ugly face of BSOD. I restarted, tried again, same result. I did a system restore with Windows, reinstalled Windows 8.1, reinstalled all of my plugins and Adobe CC programs, and when I opened my project was completely scrambled. Uninstalled all Adobe software, ran CC Cleaner, reinstalled. This got the audio in my videos to work but now there's only a white screen on my my Source and Program monitor when I try to play my timeline. I did another system restore on Windows, went to my laptop manufacturers website and updated my bios, graphics driver, and processor. Also reinstalled windows updates, and my Adobe software, I've tried CC Cleaner before each install, tried going back to the previous version of Premiere and still nothing in my source or Program monitors.
MSI GE70
Intel Core i7 4700MQ Processor
NVidia GeForce GTX 765M / 2GB GDDE5
12 GB Memory
using .MTS footage from a Canon C100
Premiere Pro 2014.2
Things I've tried from other threads:
-I read that there might be a problem with the .MTS files so I've also tried starting a new project with .MOV files and h.264 and still nothing.
-I tried going into the project settings and choose "render with software", still nothing.
-I tried emptying media cache files under C://users/my user/app data/roaming/Adobe/common.....you guessed it, NOTHING.
-I tried using my daughters "Frozen" magic wand we bought her for Christmas to fix the problem with icy magic like Elsa did in the movie.......surprisingly, still nothing.
Any other ideas out there?

Hi,
Do you have Dual Graphics Adapters? You can check that under Device Manager > Display Adapters.
If yes, Disable Intel Graphics and see if it helps.
Have you tried to Trash the Preferences?
Rename the 8.0 folder to trash the preferences: <drive>\Users\<username>\AppData\Roaming\Adobe\Adobe Premiere Pro\
Thanks,
Rameez

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

Media Sense and Silent monitoring

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