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.

Similar Messages

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.

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 I have found that Cisco's documentation on this topic to be very out of date or quite confusing.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.

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.

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.

Voice Monitoring Using Cisco Supervisore Desktop issue.

Hello all.
I have a probelm, I prepare for a demo and my demo contain that CUCM7.0+UCCX7.0 with premium license+ Cat2960+ 7911+7940
When I try to perform a call monitoring from the CSD the message appeare to me and say" The Cisco Supervisore Desktop dont recieve any voice ".
theis appeare either with SPAN configuration or without it.
what could the problem be?

Hello Ahmed,
One question, what kind of monitoring are you traying to configure, desktop base or SPAN bwese??
These documents will help you with both configurations:
Desktop Base
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml
SPAN base
http://www.cisco.com/en/US/customer/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml
HTH
Please rate this post if was helpful
Walter Solano
CCVP, Cisco UCCX Specialist
Cisco IP Communications Express Specialist

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

Silently Monitoring Agent who are also Supervisors

Hello,
I have setup agents so supervisors have the ability to monitor their calls. I have 4 users who are agents as well as supervisors. The supervisors can monitor agents who are strictly agents but are unable to monitor agents who are also supervisors. I had an agent make sure he was logged out of the supervisor desktop and logged into the agent desktop only. We made a call which he could answer but when a supervisor tried to monitor the call she received the error posted in the attachment. Troubleshooting thus far has been unsuccessful. Does anyone know if there are issues monitoring the calls of and agent who is also a supervisor? I've looked for documentation regarding this issue with no luck.
Thanks,
Ed

Hello
Run c:\program files\cisco\desktop\bin\NICQ.exe when a call is active on the agent.
In the same directory, NICQ...txt file will be created.
Check and make sure all tests are passed.
Its the initial test to make sure CAD PC is receiving RTP audio stream from PC or not.
Try this doc as well:
http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml
Hope it helps
Shikhar

UCCX 8.5 Supervisor desktop agent voice monitor logs

Is there any logs/reports that can be found to show what calls the supervisor has silient voice monitored when using the silient monitor function from the supervisor desktop agent.

You'll need to assign the supervisor to a couple teams before you'll see anything in Supervisor desktop.
You can do this through SubSystems --> RmCm --> Teams. Make sure your user shows up under the assigned section.
You will need to close (completely) Cisco Agent Desktop and relaunch before you will see the changes.
HTH
Regards,
Tanner Ezell

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

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.)

Cisco Agent Desktop / Supervisor Desktop Issue with Full Disk Encryption

Has anyone had any issues related to running Cisco Agent Desktop or Cisco Supervisor Desktop on a machine running full disk encryption? Our desktop team installed full disk encryption software from Check Point, and it seams to be causing some issues with call monitoring, screen pops via workflow and connectivity to the UCCX server. It's not effecting every machine (that we know of), but the fix for us right now is to provide a desktop without the encryption software. I'm just wondering if this is related to us, or if there is any supporting documentation out there?
Any help is apprecicated.

CAD for IPCCX v4 does not support windows 7. See compatibility matrix:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
In my experience if you already have CAD installed and you upgrade the OS (without a fresh rebuild) CAD will work - but it is NOT supported. You should test this though.
You will not be able to install the older version of CAD on windows 7, the installer will give you errors.
Brian
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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

Silent monitoring - Without Supervisor Desktop

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