Cisco Cisco IPCC Web Option Leaflet

Silent Monitoring provides supervisors with a means of listening in on agent calls in Unified CCE call 
centers that use CTI OS. Voice packets sent to and received by the monitored agent's IP hardware phone 
are captured from the network and sent to the supervisor desktop. At the supervisor desktop, these voice 
packets are decoded and played on the supervisor's system sound card.

Silent Monitoring of an agent consumes roughly the same network bandwidth as an additional voice call. 
If a single agent requires bandwidth for one voice call, then the same agent being silent-monitored would 
require bandwidth for two concurrent voice calls.

To calculate the total network bandwidth required for your call load, you would then multiply the 
number of calls by the per-call bandwidth figure for your particular codec and network protocol.

CTI OS provides a bandwidth calculator that examines the CTI OS Server-to-CTI OS Desktop 
bandwidth, as illustrated in 

. It calculates Total bandwidth, agent bandwidth, and supervisor 

bandwidth requirements with CTI OS Security turned on or off. Additional information about the 
CTI OS Bandwidth Calculator is available at 

CTI OS Agent Desktop

Agent state changes
Call control
Call status information
Chat messages
Agent and skill-group statistics

CTI OS Supervisor Desktop

Agent state changes
Call control
Call status information
Monitoring agent states
Silent monitoring
Chat messages
Agent and skill-group statistics

AllAgents Monitor Application

Agent state changes for all agents