Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

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

Supervisor Silent Monitors Agent 
with Legacy CCM

The supervisor desktop will receive a control failure and will 
display error 13140.

Supervisor Silent Monitors Agent; 
Agent has Legacy Phone

The supervisor desktop will receive a control failure and will 
display error 13139.

Supervisor Silent Monitors Agent; 
Supervisor has Legacy Phone

Silent monitor is successful.  The supervisor is not required to 
have a 79x1 phone for silent monitor.

Supervisor Silent Monitors Mobile 
Agent

The supervisor desktop will receive a control failure and will 
display error 13140.

Supervisor Silent Monitors Agent 
Whose Phone Has the 
Built-in-Bridge Disabled

The supervisor desktop will receive a control failure and will 
display error 13141.

Supervisor Silent Monitors Agent 
Whose Line Does Not Belong to a 
Partition Included in the 
Monitoring Calling Search Space

The supervisor desktop will receive a control failure and will 
display error 13142.

Supervisor Selects an Agent with 
No Calls

Because CCM does not allow a silent monitor session to start 
before a call is active on the device, CTI OS will disable the start 
silent monitor button until the agent has a call.  This behavior is 
different than CTI OS based silent monitor where an agent 
without a call can be monitored.

Supervisor Selects an Agent with a 
Call

The start silent monitor button is enabled.

Supervisor Silent Monitors Agent

The supervisor is silent monitoring an agent. Because CCM 
based silent monitor is implemented via a call, the supervisor can 
hold, retrieve, and release the call. This is different than CTI OS 
based silent monitor where silent monitor is implemented using 
a UDP stream between the two monitoring party's desktops.