Cisco Cisco IPCC Web Option Leaflet

For implementation details, refer to Integrating CAD into a Citrix MetaFrame Presentation Server or 
Microsoft Terminal Services Environment, available at 

Silent monitoring enables supervisors to monitor the conversations of agents within their team. 
Supervisors are not able to participate actively in the conversation, and the agent(s) and caller(s) are 
unaware they are being monitored. Both the Cisco Agent Desktop and the CTI Desktop Toolkit provide 
solutions support for silent monitoring. CAD Server-based monitoring supports Agent Desktops, IP 
Phone Agents, and Mobile Agents. Desktop monitoring supports only desktop agents. CTI OS 
releases 7.2 and later support two types of silent monitors: CTI OS silent monitor and Unified CM silent 
monitor.

CTI OS silent monitoring is accomplished via one or more VoIP monitoring services located either on 
the agent's desktop (desktop monitoring) or on a separate VoIP monitor server (server-based 
monitoring). CTI OS uses server-based silent monitoring to support mobile agents and desktop-based 
silent monitoring to support traditional (non-mobile) Unified CCE agents.

Unified CM accomplishes silent monitoring with a call between the supervisor's (monitoring) device and 
agent's (monitored) device. The agent's phone mixes and sends the agent's conversation to the 
supervisor's phone, where it is played out to the supervisor. Unified CM silent monitoring can be 
initiated by any of the CTI OS supervisor desktops (out-of-the-box, Java, or .NET). Any Unified CCE 
agent desktop, including Siebel, can be silently monitored using Unified CM silent monitoring, provided 
the following requirements are met:

The agent to be silently monitored is using a Cisco Unified IP Phone 7941, 7942, 7945, 7961, 7962, 
7965, 7970, 7971, or 7975, or Cisco IP Communicator 7.0 or later release.

The contact center is using Cisco Unified CM 6.0 or later release. (Support for Cisco IP 
Communicator requires Cisco Unified CM 6.1(3) or later release.)

Phones are configured to use RTP streams (SRTP streams cannot be silently monitored).

Unified CM silent monitoring does not support mobile agents.

Unified CM silent monitoring supports a maximum of one silent monitoring session and one recording 
session for the same agent phone.

Supervisors can use any Cisco IP Phone, including Cisco IP Communicator, to silently monitor.

Starting with Unified CM 5.1, G.722 is used as the default codec for regions that are configured for 
G.711 on devices that support G.722. However, G.722 is not supported with silent monitoring and call 
recording based on CAD, CTI OS, or Unified CM. To disable this default, in Unified CM Administration 
go to Enterprise Parameters and set Advertise G.722 Codec to disabled.

A given CTI OS Server can be configured to use either CTI OS silent monitor or Unified CM silent 
monitor, or to disable silent monitoring.   When supervisor desktops connect to the CTI OS Server, this 
configuration is downloaded. The supervisor desktop uses this information to invoke the configured type 
of silent monitor when the Start Silent Monitor button is pressed. The initial message from the supervisor 
desktop is used by the CTI OS Server to drive either the CTI OS or Unified CM silent monitor.