Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

To stop a Silent Monitor session, a supervisor clicks the Stop Monitoring Agent button anytime during 
the session. As soon as you click the button, the voice conversation stops playing back.

Unified CM based Silent Monitor provides a supervisor with a means to listen in on agent calls in Unified 
Contact Center call centers that use Unified CM version 6.0 and higher. Supervisors can send Silent 
Monitor requests to monitor agents without the agent being aware of any monitoring activity. When the 
Unified CM based approach is adopted for silent monitoring, the agent's phone is used to forward the 
agent's conversation to your phone.

Unified CM based silent monitor is the Unified CM implementation of silent monitor. When Unified CM 
based silent monitor is used, silent monitor is implemented as a call. After initiating silent monitor, your 
are able to hear the agent’s conversation using their phone. The following section describes how to 
enable Unified CM based silent monitor in custom CTI OS applications.

Silent monitor is triggered by selecting the start silent monitor button on your desktop. The call that 
results from the silent monitor request displays on your desktop, but not the agent desktop. On the 
Real-Time Status Grid, the agent is listed as monitored. Both the original call and the silent monitor call 
are listed in the Monitored Calls grid.

Besides the differences in implementation CTI OS and Unified CM silent monitor also differ in when 
they can be invoked and when they end.

The following use cases illustrate how Unified CM silent monitor behaves in various scenarios.

You can silent monitor an agent in any state, as 
long as the agent is logged in.

You can only silent monitor an agent when the 
agent and customer are talking.

You can silent monitor an agent that is on hold.

You cannot silent monitor an agent that is on hold.

When an agent consults, you automatically hear 
the consult call.

When an agent consults, you must stop silent 
monitoring the held call and start silent 
monitoring the consult call.

Supervisor can silent monitor while in any state.

You can only silent monitor when in the not ready 
state.

Supervisor can barge-in while silent monitoring.

You must stop silent monitoring before barging 
in.

When a call ends, as long as you have not stopped 
silent monitoring, you automatically silent 
monitors the next call.

When the call that is being silent monitored ends, 
the silent monitor call ends. You must re-start 
silent monitor when the agent answers another 
call.