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

Similar Messages

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

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.

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 Question

Hello,
When try to Silent Monitor an Agent using my CSD, I can listen it through my Laptops speaker or headset (if plugged in). Is there any way to do Silent Monitoring by using supervisor's IP Phone?
If there is any document that supports the answer, please let me know. I appreciate your help.
Thanks

Here is some additional information from the scripting guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx851gs_scripts.pdf
pg 515 - Designing remote monitoring scripts.
A) The "password" it asks during login is your PIN number from CUCM, not your alphanumeric password. The PIN is numbers only, which makes it a bit easier to input on a phone. If it is currently set to checking your actual password, you can change it to check your PIN in the authenticate user step.
B) The username might be a bit tricky. From the above link you can see the actual script steps. What you could do is set a static username vs. having you enter it. Where you see UserLogin = GetDigitString.... You could replace this with UserLogin="[email protected]" so that you are no longer prompted for the long username. This dives into the realm of custom scripting and can be done with several different methods.
Let me know if you have any other questions!

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.

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

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

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.

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?

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.

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.)

Portege R500: cannot connect the remote DVI monitor via Dynadock

Hello,
I just connected Dynadock (DVI) with my Portege R500. The notebook would be supported -- according to Toshiba -- but my experiment confirms that Dynadock is not able to access DVI port. This implies, that Dynadock is nothing more than USB HUB.
My setup: Vista 32b Business (CZE edition), latest fixes, Toshiba R500.
Software: latest dynadock software 2.3c.
Symptom: I cannot connect to the remote DVI monitor via the dynadock, only two external panels with 800x600 are available, but Vista does not allow me to choose them.
More info: Dynadock Software requires to run without Microsoft Defender, else it blocks service:DisplayLinkService; file:C:\Program Files\DisplayLink Core Software\DisplayLinkService.exe
If you disable MSDef, the message "error 2738" appears when you connect the dynadock and when Vista tries to install a missing drivers for you.
Yes, I do know the VBS issue, and the problem is not caused by VisualBasic -- VBS "Hello World" runs.
If you still believe, that Toshiba Dynadock is compatible with Toshiba R500, then press Fn-F5 and peek at your logs and you must find something like:
In English: igfxext.exe throws an exception 0xc000000d, offset 0x0000f9f8.
I welcome any comments, hints etc. If you are able to pass this bug report to a responsible engineer, do so please.

Hello again Leo
I still believe you are wrong. Toshiba Dynadock is not designed for Toshiba products only. It is universal product and can be used on every notebook. To be honest I believe it is better to use it with new, more powerful, notebooks.
When you sat your notebook model is listed as compatible I believe you. Why not? Toshiba can list all newer notebooks. No problem at all. To be honest I am also interested to buy Dynadock but after reading your posting I wanted to see how it works exactly.
I have contacted my friend because he works in one big electronic store and I was lucky because he had Portege M500 too.
He was very nice and offered me to test Portege M500 SSD model with Dynadck PA3542EY1PRP. I hope you have the same model. It is DVI model. So I have done follow:
- Portege was preinstalled with clean Vista OS (factory settings started for the first time)
- I have installed latest Dynadock Utilitiy for Vista 2.3c
- Installing this software you must pay attention about installations steps and the installations procedure should not be interrupted
at one step there is window Installation Complete but it is not complete and must be continued with
Display Link Core Software installation
Video Dock installation
at this point the Dynadock must be connected to favorite USB port NOT FROM THE BEGINNING
- At the end I have restarted notebook
The installation was finished properly and I have connected 20 Toshiba Tekbright LCD display (DVI cable). The native resolution is 1680x1050. in Display properties there are shown three displays. Display number 3 belongs to display connected to the Dynadock.
Resolution 1680x1050 was there and display shows perfect picture. I have tested it as extended desktop and it works without problems. I didnt test it playing some movies.
I have also tested it with FN+F5 key combination. It does not work as it should be but there is definitely no error message. I know that FN+F5 key combination is not designed for external graphic card and I know that it can not work well.
At the end I can sat that Dynadock works well with Portege M500 SSD and there is definitely no error message. It works with Vista very well. I have tested it with screen saver and with few restarts. Nothing changes. Everything was OK.
So after this test I can say that you have done some mistake. If you want to use it again I recommend you to install Vista again using recovery image. After doing this you will have clean preinstalled OS. Install software but please follow the menu on the screen and be sure all three components are installed properly. If I am remembering well when you see message about USB audio device installation you must connect Dynadock and continue installation.
PLEASE FOE DYNADOCK USE ALWAYS THE SAME USB PORT!!!
Sorry for this long story but I can say for sure IT WORKS PROPERLY!!!
Have a nice day!

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

Remote Silent Monitoring (RSM) Disabling Supervisor Team Structure

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