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

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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

JRE 1.4.2_10 Silent install using MSi and JRE 5.0_06

I have been unable to install JRE 1.4.2_10 using the msi and mst silently. My company requires all applications be installed using and msi not an exe. and with no user intervention. I can install using the msi and mst but not silently,.
Also it does not allow me to choose IE as the default browser. I change the setting in the MST for IE, but this does not work, I still have to manually go in and change it after the install.
I have the same issue with version 5.0_06. This does allow me to choose IE as the default browser but does not install silently.
I am installing on Windows 2000 SP4.

Can't help you with the MSI/MST part of your question directly, however we use the following command line:
jre-1_5_0_04-windows-i586-p.exe /s /v" /qn ADDLOCAL=jrecore,extra IEXPLORER=1 REBOOT=ReallySuppress JAVAUPDATE=0 SYSTRAY=0"
You might be able to make IEXPLORER=1 work for you via the MSI?
Additionally, you can manage JRE settings via the following method -
Place a file called 'deployment.config' in the following location:
%SystemRoot%\Sun\Java\Deployment
This file can act as a pointer to a configuration file (aka jre.properties)
The contents of 'deployment.config' would look like (as an example):
deployment.system.config=file://///servername/share/jre.properties
'jre.properties' would then contain this like:
deployment.version=1.5.0
deployment.browser.path=C\:\\Program Files\\Internet Explorer\\iexplore.exe
deployment.javaws.version=javaws-1.4.2_05
deployment.system.cachedir=C\:\\Temp\\Java\\cache
deployment.system.cachedir.locked
deployment.user.logdir=C\:\\WINNT\\Debug\\UserMode
deployment.user.logdir.locked
deployment.proxy.type=3
deployment.proxy.type.locked
deployment.cache.max.size=10m
deployment.cache.max.size.locked
deployment.trace=false
deployment.trace.locked
deployment.log=false
deployment.log.locked
deployment.javapi.lifecycle.exception=false
deployment.javapi.lifecycle.exception.locked
deployment.console.startup.mode=DISABLE
deployment.console.startup.mode.locked
deployment.browser.vm.iexplorer=true
deployment.browser.vm.iexplorer.locked
deployment.browser.vm.mozilla=false
deployment.browser.vm.mozilla.locked
deployment.javaws.shortcut=NEVER
deployment.javaws.shortcut.locked
deployment.javaws.associations=NEVER
deployment.javaws.associations.locked
deployment.security.askgrantdialog.show=true
deployment.security.askgrantdialog.show.locked
deployment.security.askgrantdialog.notinca=true
deployment.security.askgrantdialog.notinca.locked
deployment.security.browser.keystore.use=true
deployment.security.browser.keystore.use.locked
deployment.security.notinca.warning=false
deployment.security.notinca.warning.locked
deployment.security.expired.warning=false
deployment.security.expired.warning.locked
deployment.security.jsse.hostmismatch.warning=false
deployment.security.jsse.hostmismatch.warning.locked
deployment.security.sandbox.awtwarningwindow=false
deployment.security.sandbox.awtwarningwindow.locked
deployment.security.sandbox.jnlp.enhanced=false
deployment.security.sandbox.jnlp.enhanced.locked
deployment.system.tray.icon=false
deployment.system.tray.icon.locked
For more details:
<http://java.sun.com/j2se/1.5.0/docs/api/java/util/Properties.html>
This could help you as well? Good luck.

Creating Deskband for Windows 8 using C++ and its communication with C++/Qt application

I've already found described way of creating deskbands here -- http://msdn.microsoft.com/en-us/library/windows/desktop/cc144099%28v=vs.85%29.aspx and respective sources on SDK like https://github.com/theonlylawislove/WindowsSDK7-Samples/tree/e8fe83b043727e71f5179da11fc6228475e7973c/winui/shell/shellextensibility/deskbands
But can't find any simple and straight article on how to use it for example in/from Qt-written application.
Can someone recommend any resource where I can find way to implement own deskband for own application, please.
Thanks.

There is no API for creating or showing menus on desk bands written by others, with the exception that a task bar button representing an application
written by yourself, in that case you can use the Windows 7 Jump lists API (right click menu) or WM_SYSCOMMAND (shift+right click menu) to control the context menu of your own application. How other
deskbands handle menus are completely up to their authors.
A deskband is an in-process COM server which means you must build a 64 bit version if you want to use it in 64 bit Windows Explorer.
Visual C++ MVP

How do I correctly time while loops using SCPI and VISA/Ethernet communication to send DC current Values to a Power supply?

I'm rather new to using labview and I having an
issue with a test Data Aquisition lab I'm trying to setup using a
Keithley 6221 AC/DC current source and a basic PCI M-series NI-DAQmx.
First of all, I'm looking to update the current value on a power
supply at a rate of atleast 10Hz and I'm using SCPI commands and VISA
communication through ethernet to do so. Attached below is the VI I
have written.
The issue I'm having is this:
My VI will
loop through the values fine in software, or so it seems. I am unable
to get the Power supply to update sequentially if I don't set my loop
delay to anything greater than 130ms. If I try to run the loop faster
it starts skipping values instead of counting 1,2,3,4,5,1,2,...etc. it
goes 1,2,4,5,2,4,1,2 on the display of the power supply and my DAQ unit
also skips these values so I know that the number just isn't getting
read to the Power supply in time. I was wondering if this was due to
my sloppy programming or if it is a hardware issue, my computer or the
method of communication to the power supply? Is this due to the fact
that I'm using ethernet and VISA communication? Is there a faster way
to communicate or is GPIB faster? Any input at all would be extremely
helpful.
On a side note: Right now I'm using an pre-determined
array of values that I can update on the fly but in the future this
with be put into a closed-loop control system. The value for the
power supply output will be determined by the loop and sent that way.
Attachments:
basic DC loop 6221 Keithley.vi ‏145 KB

Also, one of the string constants is NOT set to '\' Codes Display. Here is an alternative method of calculating the index. I removed the DAQ and VISA stuff since I could not run it.
Lynn
Attachments:
basic DC loop 6221 Keithley.2.vi ‏16 KB

Silent Monitoring - UCCX 8.5 (Enhanced)

Hey All,
Is it possible to use Silent Monitoring without SPAN and/or without Quality Manager? I have found that Cisco's documentation on this topic to be very out of date or quite confusing.
If you refer to the reference below it states that it can be done without using SPAN but doesn't mention how this is achieved:
http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC7.0.1/features_apps/CMmonrec.html
Can anyone provide me with an comprehensive answer or point me to where I can find this?
Kind Regards,
Greg

Greg,
The right place for UCCX-- QM/WFM queries, is https://communities.cisco.com/community/partner/collaboration/contactcenter/apps
Above forum is monitored/answered by CCBU & Calabrio actively. You might get great responses from this forum too but Communities will give you authentic answers from Cisco & Calabrio directly.
Hope the pointer helps ?
Please remember to rate helpful posts.
GP.

CUCM Silent Monitoring

Hi all,
We have UCCX 7.0.1 product in our company, and was wondering if CUCM Silent Monitoring through the Phone's BIB (Build In Bridge) is possible from CSD.
I know UCCE supports Silent Monitoring through CM BIB, but I could not find any document saying that this is supported on UCCX.
I just want to make sure I did not miss something out.
And if anyone knows of any 3rd party application that could trigger the silent monitoring session start on Call Manager.
It's CUCM 7.0.1
Many thanks for your help,
George,

Parsec’s MARS Silent Monitoring application for Cisco Unified Communications Manager allows a supervisor to monitor a conversation between an agent and a customer without either party knowing that they are being monitored.
The customer will not be able to hear the voice of the supervisor.
Contact centers are required to assure the quality of customer service their agents provide to callers. To provide assurance of quality, the ability to monitor the agent-customer conversations is critical to call center business.
This application DOES NOT REQUIRE Cisco UCCX.
https://marketplace.cisco.com/catalog/products/4134

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.

CAD Silent Monitoring 8.5(2a)

Hello,
I am having a weired situation happening with CAD 8.5(2a) with ICM 8.5(3)
The silent monitoring is working and the supervisor can monitor the agent normally however , what is happened is if the supervisor was monitoring a agent and he decided to monitor another agent , if the supervisor didn't stop the first one and acivate the monitoring on the second supervisor he can listen to both at the same time ???? is this normall with CAD 8.5(2a) because earlier version if the supervisor starts a monitroing while he is monitroing aanother agent, the first one stops and the second is activated automaticly.
I also encountered another situaition, if the supervisor is monitroing a agent on active call and the call is ended the agent will be kept under monitroing so if another call came in the monitoring became active directly , is this also normal with CAD 8.5(2a)
Thanks for any clarficiation.
Amer

Hi Hardik Patel,
CSCsq34070 "Request Operation failed" error was obtained on CAD
Symptom:
"Request Operation failed" error was obtained on Cisco Agent Desktop, when Cisco Agent Desktop tries to dial out to a non-existing number
Conditions:
Call initiated from Cisco Agent Desktop
Thanks,
Anand
Please rate helpful posts !!

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.

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.

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

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!

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 ?

Silent Monitoring Using CUCM7.0 and IP Communicator

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