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

Similar Messages

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

UCCX 8.5 Silent Monitoring using Citrix deployment

Hi all,
We are currently testing a citrix deployment in our contact centre and are looking to ensure we haven't lost any of the current functionality available to our managers when using a PC.
Unfortunately it would appear that silent monitoring doesn't work when using citrix - the option in CSD is greyed out
Does anyone have any experience of a citrix deployment and whether or not this functionality is supported on citrix?
kind regards
Paul

Hi
The default mode (Desktop Monitoring) requires that CAD can 'see' the stream to/from the phone. The phone/PC must be daisy chained and configured appropriately.
Typically in Citrix your server is remote, and CAD software running on the Citrix server is nowhere near the phone.
The only option you have for this is to set up SPAN/RSPAN on your switches to mirror traffic to the UCCX server. This was the server-side services sniff the traffic for recording/monitoring purposes. It can be tricky to set up, especially if you have a WAN deployment...
Aaron

UCCX Finesse silent monitoring for direct dial calls

I completely understand that Finesse is geared towards the inbound contact center, at least for right now. Although I can't say the marketing materials really stress that. But I cannot understand the lack of silent monitoring for all call types. Currently silent monitoring only works for inbound calls from UCCX, and does not function for direct inbound calls, or direct dialed outbound calls.
From a system view, Finesse is using UCM's built in silent monitoring, via a very basic JTAPI command. There is very little engineering required to enable this functionality, and I truly thing is is a major limiting issue. Many customers in fact only want the ability to do silent monitoring and basic reporting, and Finesse would be a perfect product for this.
I am considering looking at putting together some custom scripts/web apps to engage the required JTAPI in CUCM via a Finesse Gadget, to replace the built in Finesse silent monitoring function. I'm curious if anyone has some input on how involved that might be, seems like I just really need to pass the monitoring DN and monitored DN through a JTAPI command.
More importantly, is there any hope for Finesse to support this natively? Or other outbound features? If it's a feature "in the works" we have a customer who might be able to "get by" using the Cisco Agent Desktop silent monitoring, but only if that is the case.
Good link on silent monitoring capability in Cisco Finesse: http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

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 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!

UCCX 7 silent monitor over Windows VPN

We have remote users that connect to our corporate network via Windows VPN. However we are unable to monitor these users when they work remotely. Get the "Silent monitor session failed. Not receiving voice from agent's phone" message. I'm pretty sure that Windows VPN is not supported by CCX 7 (Premium license). However wondering if anybody has found a way to circumvent this issue to enable remote users over WVPN to be monitored.

I presume you are using CIPC?
There is no NAT or other packet manipulation happening on the Microsoft VPN head-end is there?
Are you able to open telnet sessions on the ports used for recording from/to CAD and the CCX recording server? This is the most common issue where something is blocking these ports.
Port Utilization Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 7.0(1) - CAD ports are on page 13.

UCCx 10.5 Silent Monitoring over WAN

I have a client that has agents in remote offices. They are using UCCx 10.5 HA, split between two data centers. MPLS network connecting all sites, bandwidth is not a concern. Some agents are using Citrix XenDesktop, so CAD is being utilized over a Citrix terminal. They want to start using Silent Monitoring on their agent calls. Is there a way to make this work over the WAN?
Thank you,
Ben

Hi
The default mode (Desktop Monitoring) requires that CAD can 'see' the stream to/from the phone. The phone/PC must be daisy chained and configured appropriately.
Typically in Citrix your server is remote, and CAD software running on the Citrix server is nowhere near the phone.
The only option you have for this is to set up SPAN/RSPAN on your switches to mirror traffic to the UCCX server. This was the server-side services sniff the traffic for recording/monitoring purposes. It can be tricky to set up, especially if you have a WAN deployment...
Aaron

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

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.

Remote Desktop Monitoring System

I am having some porblem regarding my project on Remote Desktop Monitoring System.
The project is supposed to have the following features:
1.Monitor and Control the computer in a network
2.Send Instant Message
3.File Transfer
We are having porblem on Networking ,Please supply us with the code or description on how to connect computers using Java so we can check on ours....

Remote Desktop Monitoring System is supposed to be a fully java based project. As the name suggests, the project should be able to view the computers(active screens) on the network and perform some specified tasks.
It also should have features like Instant messaging and File transferring between the connected computers.
(It is similar to the available software in Windows XP which helps us to monitor and contorl othe computers in the network)
-In order to connect to each other, the computer should have Remote
Desktop Monitoring Systems Server software or Client software installed in it.
-The main objective of this project is to build that Server and Client software with which we can perform the specified tasks.
-We are using NetBeans to develop the project and MySQL to handle some user datas.
-We have finished the Front End forms for the project and are finding difficulties in networking using java.(since we are students new to java)
I hope the above explanation clears some queries about the project.If anything is not clear please post on this forum and help us.
So if anybody has similar type of project or and concept regarding how to create the Client and Server side software as mentioned above please help us.

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.)

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

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

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!

Remote silent monitoring

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