Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide
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Remote Silent Monitoring Installation and Administration Guide
C H A P T E R
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System Overview
This chapter describes the Remote Silent Monitoring (RSM) system from both a
user-level and a technical call flow overview.
user-level and a technical call flow overview.
The following acronyms are used in this document:
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VRU—Voice Response Unit
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IVR—Interactive Voice Response
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CVP—Customer Voice Portal
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CTI OS—Computer Telephony Integration Object Server
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JTAPI—Java Telephony Application Programming Interface
RSM Overview
The RSM application allows for real-time phone-based monitoring of agents in
Cisco’s Unified Contact Center Enterprise (Unified CCE) environment. The RSM
platform is installed on a Windows operating system as a single server instance,
and a separate call flow script is hosted on an IP IVR or CVP (VRU) platform.
Cisco’s Unified Contact Center Enterprise (Unified CCE) environment. The RSM
platform is installed on a Windows operating system as a single server instance,
and a separate call flow script is hosted on an IP IVR or CVP (VRU) platform.
When a supervisor dials into the VRU node via a VoIP or a plain old telephone
service (POTS) phone:
service (POTS) phone:
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The incoming call is routed to the call flow script;
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The script requests services and data from the RSM server, as per the caller’s
input to system prompts;
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The script parses a response and provides data and voice stream to the caller.