Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Anleitung Für Quick Setup

The Unified CCX call statistics, recording, and monitoring server maintains Unified CCX call statistics 
and provides recording and call monitoring functions for the for Unified CCX Enhanced and Premium 
packages. This chapter provides information on the dependencies to use the monitoring and recording 
features in Unified CCX.

This section contains the following:

Remote monitoring allows a supervisor to call into any site where the supervisor has a Unified CM user 
profile and monitor an agent’s conversation. You must configure remote monitoring applications when 
you want to use remote monitoring.

When you, as a supervisor, monitor a conversation, you can hear all parties on the call. The parties will 
have no indication that you are monitoring the call. You cannot join the call or be heard by the parties. 

With remote monitoring, you can choose to monitor a call in either of these ways: 

By resource (agent)—In this case, you identify the resource by agent extension. 

By CSQ—In this case, you will monitor the call of an agent who belongs to the CSQ. When you 
monitor by CSQ, you select the CSQ from a menu. 

Refer to the Configure a Remote Monitoring Application section in the Cisco Customer Response 
Solutions Administration Guide for detailed configuration information.

 Remote Monitoring is only available with the Unified CCX Premium.