Monitoring Calls

What is the simplest and cheapest way to monitor a phone conversation? We don't need to record live audio, but would like a supervisor to have the ability to listen to a conversation between and employee and a customer/client.

The version of IPCC you get with Callmanager is Standard. That will not support Bargein, Intercept, Silent monitor etc. YOu will need to ugprade the 5 seats to enhanced and install that either coresident or on a separate server. The upgrade costs wont be that high, unlike buying a new server/software etc.
Also remember that you cannot monitor every persons phone call. Supervisors can monitor only agent phones. If you are looking for a all user monitor solution, you better be looking at third party solutions. Also with IPCC you have to use the software to monitor and listen to it on the PC speaker. You cannot listen to it via phone.
HTh
Sankar
PS: please remember to rate posts!

Similar Messages

Is there an APP to monitor call usage and number of texts sent

Is there an APP to monitor call usage (in minutes) and number of texts sent etc so I can ensure I am keeping within my contract? I am getting my 3GS on Thursday so do not know if the phone has this facility already inbuilt or whether there is an app I can buy to do this for me?
Thank you for any help and info to answer my question.

Unless O2 has an app available via the iTunes app store that provides for this as AT&T does for the iPhone sold in the U.S., I don't believe so.
The iPhone includes a usage indicator for Call Time and Cellular Network Data usage, which can be reset on a monthly basis based on your billing cycle, but there is no usage indicator for the number of messages sent or received.

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

HUM - cannot monitor calls with MIBs

Hi all,
I am trying to monitor the voice and fax calls through my routers, I have HUM and I loaded the CISCO-CALL-HISTORY-MIB. However, I cannot get any data when I create a graph or report to monitor ciscoCallHistoryCallDisconnectCause as an example.
I also could not understand the meaning of the instances going from 1267073499.170396 to 1267162828.170441.
Anybody has an idea about the meaning of the insatances and what may be the reason that I cannot extract any information from this mib.
Thanks

The instance IDs in the ciscoCallHistoryTable are ciscoCallHistoryStartTime and ciscoCallHistoryIndex. ciscoCallHistoryStartTime is a TimeStamp indicating when the call started, and the ciscoCallHistoryIndex value is a unique arbitrary number to identify a specific call which had a given start time.
A TimeStamp represents the value of sysUpTime when the specific call began.

Monitoring calls to ICF

Hi
Is there a place wherein we can monitor incoming calls to a Webservice exposed thru SOAP runtime on a WAS 640 box ? If so, could anybody out there provide the trasactioncode ?

Hi Karthik,
We had a similar scenario, but what we did was slightly different from what you did.
We had an RFC in the R/3.
We had a interfaces defined for outbound and inbound (These interfaces are basically the RFC FM's Signature) and mapped element to element.
We have configured a SOAP to RFC scenario and generated a WSDL for the interface.
This wsdl can be consumed from xternal applications.
Using this approach we can moni the messages in SXMB_MONI of XI.
Revert if I misunderstood your question.
Regards,
Ravi Kanth Talagana

RWB-Adapter Engine-Monitoring calling url of shorthost name

Hi,
I am familiar with where to set the domain name or short names for XI within the various connection settings
in the Exchange Profile. Does anyone know where the adapter engine monitor settings are stored? We are suddenly getting errors for http://host:52100/mdt/AmtServlet but if I put the FQDN in a new browser window it works fine. But the developers
here are unable to post to the adapter....
Thanks so much in advance...
Jim

Hi James,
FQDN is essential not only for RWB but for other components of WAS as well. Launch XI page wiht sxmb_ifr and check if it displays FQDN. Else follow the complete FQDN activation procedure as below.
1. In RZ10, add the parameter icm/host_name_full in instance profile.
2. Restart your system and follow note 764176 for changing SLD associations. This is important.
3. For adapter engine, apply note 804124.
Follow the complete procedure.
Regards,
Youvraj

Call path monitoring for services invoked by TMQFORWARD

Hi,
I'm failing to make TSAM monitor call-paths for services invoked by TMQFORWARD.
If the service(A) invoked by TMQFORWARD calls another service(B), the call path monitoring works, but the service(A) seems to be listed as the initiator (No indication of TMQFORWARD in the call path).
If the service invoked by TMQFORWARD does not call other services at all, the invocation seems to be completely ignored and not listed in the Call Path Result List.
I don't see TMQFORWARD in the call path initiator options list either.
So is this setup not supported by TSAM yet?

Yes, currently TMQFORWARD cannot be the initiator of call path.
Regards,
Yu Wang

Call Monitoring

I have found several NetPro postings that indicate CUCM 6.1 will support call monitoring. I have found a few Cisco documents that provide an overview of the technology and provide a diagram.
Can anyone point me to any documentation explaining how to actually enable and configure this feature?
Thanks in advance for any help.

Hi,
To take advantage of the Call Monitoring feature, you are going to need to integrate CUCM with another application that uses CTI and/or JTAPI/TSP. In short you can monitor calls if you have IPCC integrated with CUCM.
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/6_1_1/ccmfeat/fsmr.html#wp1054119\
Thanks,

How to get the name of current monitor?

I have a script which is used to get some application data. The script take parameters such as "LOB" so it can query data for different department. When it found something, it raise an event in event log.
Therefore this script is used by several different monitors. Each monitor calls the script by passing different parameters. To better understand the event was created by which monitor, I want the script can get the name of monitor which calling it and they
list it in the event log too.
Currently, I am passing $MPElement$ as one script parameter so I can get the monitor's GUID. Then get the name by running powershell command. Is there an easier way to get the monitor name? Thanks!

The best way to do this is to put the monitor name as a property bag in the script and pass that to your event details. Otherwise, we're looking at querying the database each time the monitor generates an event, and this is overhead that is really not
necessary. The other option, which is just even worse in terms of performance, is to use powershell to query the SDK for the monitor name. Both of these options are not going to be a good solution, because now you need to implement action accounts that can
either query the database or the sdk.
Jonathan Almquist | SCOMskills, LLC (http://scomskills.com)

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

Dual monitors issues with Built application

I made a vi that uses both monitors. I set the run time position to the second monitor on one vi and the first monitor on the other vi. The vi running on the primary monitor calls the second vi on the second monitor vi the Vi Server. This works great when working in the development environment.
But when I build the application, the vi that is supposed to be on the second monitor, shows up over the vi on the primary monitor.
Did I miss a setting in the Application Settings??
Kenny
Kenny

Hello Kenny,
might be a bug. but the following code offers more options:
Ton
Message Edited by TonP on 09-02-2006 04:35 PM
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VBA API: How to get the monitor number?

Hello,
I have written
an Excel application which
controls an external application
(making inputs,
reads out the window,
etc.).
I use a lot of API functions, e.g. as in the code from thisarticle:
https://support.microsoft.com/en-us/kb/194578?wa=wsignin1.0
A basic
function of my application is
to distinguish between windows
that have the same title
but are on different monitors.
In my windows (and NVIDIA) settings the left monitor is 1 and the right monitor is 2.
In the past I have this routine to "identify" the monitor number from a window handle:
Function GetWindowMonitor(ByVal hWnd As Long) As Integer
Dim hMonitor As Long, MI As MONITORINFO, hM
hMonitor = MonitorFromWindow(hWnd, MONITOR_DEFAULTTONEAREST)
MI.cbSize = Len(MI)
GetMonitorInfo hMonitor, MI
Set mMonitor = New Collection
EnumDisplayMonitors ByVal 0&, ByVal 0&, AddressOf MonitorEnumProc, ByVal 0&
For Each hM In mMonitor
GetWindowMonitor = GetWindowMonitor + 1
If hM = hMonitor Then Exit Function
Next
GetWindowMonitor = 0
End Function
But last week I got a new graphic card and now this obvious stupid function fails, because EnumDisplayMonitors delivers the 2nd monitor first and then the 1st
monitor.
Long talk, short question: Is there any way to get the real monitor numbers as they are shown inside the windows settings?
Andreas.

When you need to identify monitors, call CreateDC with "DISPLAY" as the driver name and pass monitor name as the device name. Then you can draw a number on the result HDC.
I can not draw that number and I can not set an identifier. As I said in my last post:
I share this tool with my colleagues at work.
Okay... CreateDC is an idea... as I've read at MSDN I can call EnumDisplayMonitors with a DC to get informations about the monitor, so I tried the code below, but it doesn't work.
EnumDisplayMonitors does not call my MonitorEnumProc when I call it with a DC.
Do I something wrong? Do I misunderstood the MSDN article? Is that not possible? Can you confirm that?
Andreas.
Option Explicit
Private Declare Function GetForegroundWindow Lib "user32" () As Long
Private Type DISPLAY_DEVICE
cb As Long
DeviceName As String * 32
DeviceString As String * 128
StateFlags As Long
DeviceID As String * 128
DeviceKey As String * 128
End Type
Private Const DISPLAY_DEVICE_MIRRORING_DRIVER = &H8
Private Declare Function EnumDisplayDevicesS Lib "user32" Alias "EnumDisplayDevicesA" ( _
ByVal DeviceName As String, ByVal iDevNum As Long, lpDisplayDevice As _
DISPLAY_DEVICE, ByVal dwFlags As Long) As Long
Private Declare Function CreateDC Lib "gdi32" Alias "CreateDCA" ( _
ByVal lpszDriver As String, ByVal lpszDevice As String, ByVal lpszOutput As Long, _
lpInitData As Any) As Long
Private Declare Function DeleteDC Lib "gdi32" (ByVal hDC As Long) As Long
Private Type RECT
Left As Long
Top As Long
Right As Long
Bottom As Long
End Type
Private Declare Function GetWindowRect Lib "user32" ( _
ByVal hWnd As Long, lpRect As RECT) As Long
Private Declare Function EnumDisplayMonitors Lib "user32.dll" ( _
ByVal hDC As Long, ByRef lprcClip As Any, ByVal lpfnEnum As Long, _
ByVal dwData As Long) As Long
Private Type MONITORINFO
cbSize As Long
rcMonitor As RECT
rcWork As RECT
dwFlags As Long
End Type
Private Declare Function GetMonitorInfo Lib "user32.dll" Alias "GetMonitorInfoA" ( _
ByVal hMonitor As Long, ByRef lpmi As MONITORINFO) As Long
Private Function MonitorEnumProc(ByVal hMonitor As Long, ByVal hdcMonitor As Long, _
lprcMonitor As RECT, ByVal dwData As Long) As Long
Dim MI As MONITORINFO
Debug.Print "Monitor " & hMonitor
GetMonitorInfo hMonitor, MI
With MI.rcMonitor
Debug.Print "Left", "Top", "Right", "Bottom"
Debug.Print .Left, .Top, .Right, .Bottom
End With
'Continue enumeration
MonitorEnumProc = 1
End Function
Function JustNumbers(ByVal What As String) As String
'Return only numbers from What (by Rick Rothstein)
Dim i As Long, j As Long, Digit As String
For i = 1 To Len(What)
Digit = Mid$(What, i, 1)
If Digit Like "#" Then
j = j + 1
Mid$(What, j, 1) = Digit
End If
Next
JustNumbers = Left$(What, j)
End Function
Sub Main()
Dim DD As DISPLAY_DEVICE
Dim DDevice
Dim DDevices As New Collection
Dim DMonitor
Dim DMonitors As New Collection
Dim i As Long, k As Long
Dim hDC As Long
Dim DrvName As String, DevName As String
Dim hWnd As Long, hRECT As RECT
'Get our window handle
hWnd = GetForegroundWindow
'Now I want to know if this window is located on monitor 1 or 2 (or both)
'Get the coordinates of the window
GetWindowRect hWnd, hRECT
With hRECT
Debug.Print "Window:"
Debug.Print "Left", "Top", "Right", "Bottom"
Debug.Print .Left, .Top, .Right, .Bottom
End With
'Get the device drivers
DD.cb = Len(DD)
i = 0
Do While EnumDisplayDevicesS(vbNullString, i, DD, 0&) <> 0
If (DD.StateFlags And DISPLAY_DEVICE_MIRRORING_DRIVER) = 0 Then
k = InStr(DD.DeviceName, vbNullChar)
DDevices.Add Left(DD.DeviceName, k - 1)
End If
i = i + 1
Loop
'2. Get the monitors on each driver
For Each DDevice In DDevices
i = 0
Do While EnumDisplayDevicesS(DDevice & vbNullChar, i, DD, 0&) <> 0
k = InStr(DD.DeviceName, vbNullChar)
DMonitors.Add Left(DD.DeviceName, k - 1)
i = i + 1
Loop
Next
'Create a DC for each monitor and get the coordinates
For Each DMonitor In DMonitors
i = InStrRev(DMonitor, "\")
'"\\.\DISPLAY1"
DrvName = Left(DMonitor, i - 1) & vbNullChar
'"Monitor0"
DevName = Mid(DMonitor, i + 1) & vbNullChar
hDC = CreateDC(DrvName, DevName, 0, ByVal 0&)
Debug.Print DrvName, DevName, hDC
'The driver name is the monitor number!?
EnumDisplayMonitors hDC, ByVal 0&, AddressOf MonitorEnumProc, Val(JustNumbers(DrvName))
DeleteDC hDC
Next
End Sub

Real Time Monitor Tool - Charting

Afternoon all,
I am using RTMT 8.1 to monitor Call Activity on a specific H323 gateway within our voice network. I've produced the chart which is correctly showing me real time information over a period of a couple of minutes. However, I want to display the chart over a period of 24 hours.
Do I need to change the polling rate to 30 or 60 minutes and allow the chart to run for 24 hours before presenting it? Is there any way of producing historical data on RTMT? Any help would be apprecaited.
Regards, Jamie

Hi Jamie,
Indeed in RTMT itself you should be able to achieve it by setting in counter properties "No. of data points shown on chart" to 50.
Next form Edit > Polling Rate. Set it to 30 minutes. Now it shown over 24 hours but with sample rate of 2/hour it may not really be useful.
So it would be better to have a higher sample rate and use the "Start counter logging" option to log the results to a locale csv file. So you can review the data afterwards with permformance log viewer or with Windows permance (perfmon.msc) from that locale csv file. Though you would need to leave RTMT running to log this information.

JTAPI and call center

Hi,
does Cisco provide call center classes with their JTAPI? For instance, i would like to monitor Call center events with the JTAPI application, the same way i can monitor events on Call manager.
Regards,
Marko

You can get alot of information as to whats going on in the callcenter via the HDS database. You can also connect into the CTI interface on the CTIOS server. To get information via the ctitoolkit. Remember that JTAPI can way heavily on the CPU load on a server, and the agents add additional overhead to a standard CUCM box as well. You might run into a device weight issue if you get too carried away.

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!

Monitoring Calls

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