Unified CM-based silent monitor configuration
• Unified CM silent monitor configuration and administration, page 1
• CTI OS and silent monitoring, page 6
• Restrictions, page 7
Unified CM silent monitor configuration and administration
This section describes how to configure devices and JTAPI users on Unified CM to enable silent monitoring.
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Unified CM-based silent monitor configuration
Enable built-in bridge for agent's device
Enable built-in bridge for agent's device
On the Phone Configuration page (see figure below), you must set “Built-in Bridge” to On for the agent's
device (79X1) to be silently monitored.
Figure 1: Phone configuration (built-in bridge)
Add PG user to Standard CTI Allow Call Monitor
A new user group called “Standard CTI Allow Call Monitor” has been added in Unified CM 6.0. This group
contains the set of application users that can silent monitor calls. You must add the PG user to the “Standard
CTI Allow Call Monitor” user group to silent monitor calls. The following figure shows an example of an
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Unified CM-based silent monitor configuration
Monitoring Calling Search Space
Application User Configuration page with an Application User added to the “Standard CTI Allow Call Monitor”
user group.
Figure 2: Application user configuration (CTI allow call monitoring)
Monitoring Calling Search Space
On the supervisor's line appearance page, there is an entry for “Monitoring Calling Search Space”. The
administrator enters the previously created partition for the agent that can be monitored. The Monitoring
Calling Search Space on the supervisor's line appearance page must include the partition to which the agent's
line belongs.
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Unified CM-based silent monitor configuration
Monitoring Calling Search Space
The following figure shows the Route Partition on the agent's line appearance page.
Figure 3: Agent Route Partition
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Unified CM-based silent monitor configuration
Monitoring notification tone
The following figure shows the Monitoring Calling Search Space on the supervisor's line appearance page.
Figure 4: Supervisor Monitoring Calling Search Space
Monitoring notification tone
You can configure a monitoring notification tone using the Service Parameter Configuration page in Unified
CM Administration. There are two entries:
• Play Monitoring Notification Tone to Observed Target
When set to true, this option plays the tone to the monitored party (usually an agent).
• Play Monitoring Notification Tone to Observed Connected Parties
When set to true, this option plays the tone to the party to which the monitored party is talking (usually
a customer).
You can configure a monitoring notification tone using the Service Parameter Configuration page in the
Unified CM Administration Interface/Select Server/Select Unified CM (active) for Service.
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Unified CM-based silent monitor configuration
CTI OS and silent monitoring
The following figure illustrates both tones enabled.
Figure 5: Notification tones
CTI OS and silent monitoring
You can configure the CTI OS Server to use either the Unified CM-based silent monitor or the CTI OS-based
silent monitor. This is controlled by the following field in the CTI OS Server registry:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems Inc.\
CTIOS\<CTIOSInstanceName>\<CTIOSServerName>\EnterpriseDesktopSettings\All
Desktops\IPCCSilentMonitor\Name\Settings\CCMBasedSilentMonitor
This field is a DWORD. If this field is present and is set to 1, the Unified CM-based silent monitor is used.
If this field is set to 0, the CTI OS-based silent monitor is used.
Run the CTI OS Server setup program to enable the Unified CM-based silent monitor. If the server setup
program is not run, the Unified C-BasedSilentMonitor field is not present causing CTI OS to use the CTI
OS-based silent monitor. You can also run the setup program to reconfigure the CTI OS-based silent monitor.
Note
This field is removed if you roll back CTI OS 7.2.
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Unified CM-based silent monitor configuration
Restrictions
Restrictions
Phones
The Unified CM-based silent monitor is only supported on 79x1 versions of Cisco IP Phones. This means
that deployments without these phones or deployments with mobile agents must use CTI OS-based silent
monitor.
Cisco Unified CM
Cisco Unified CM is required.
CTI OS desktop versions
The Unified CM-based silent monitor can only be initiated by 7.2 IPCC Supervisor Desktops.
Release 7.2 agent and supervisor desktops can monitor and be monitored by 7.x desktops only if the desktops
are using the CTI OS-based silent monitor. The following table provides a matrix that shows which versions
of CTI OS components can successfully silent monitor each other.
Table 1: CTI OS desktop version matrix
Supported
Silent Monitor
Type
CTI OS Server
CTI OS Agent Desktop
CTI OS Supervisor
Desktop
Yes
CCM
7.2
7.2
7.2
No
CCM
7.2
7.1 and earlier
7.1 and earlier
No
CCM
7.2
7.2
7.1 and earlier
Yes
CCM
7.2
7.1 and earlier
7.2
Yes
CTI OS
7.2
7.2
7.2
Yes
CTI OS
7.2
7.1 and earlier
7.1 and earlier
Yes
CTI OS
7.2
7.2
7.1 and earlier
Yes
CTI OS
7.2
7.1 and earlier
7.2
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Recording applications
Recording applications
Recording applications record agent conversations. Recording applications do not interfere with silent
monitoring.
Transfer and conferencing of monitored calls
Supervisors cannot transfer or conference silent monitor calls because these functions are not supported.
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