Cisco Cisco Unified Contact Center Enterprise 8.5(3) Release Notes

Agents must use a third-generation or later Unified CCE supported IP phone with RSM, specifically:

7921 

7941/42/45 

7961/62/65 

7970

Phones not supported include: 

7910 

7912 

7940

7960 

IP Communicator (note that Personal Communicator is not support by Unified CCE)

All new phones will be supported. For phone support information, refer to the Cisco Unified Contact 
Center Enterprise (Unified CCE) Software Compatibility Guide, accessible from

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccen
terprise7_2/design/guide/lPCC_Compatibility_MATRIX.pdf

RSM does not allow for the monitoring of encrypted calls.

Transfers and alternate calls require manual intervention to continue monitoring. RSM does not do this 
automatically. So, when an agent starts a consult call, RSM stops monitoring the customer call, which 
is now on hold, and starts monitoring the consult call, if desired. When the agent transfers the call to 
another agent, the RSM monitoring session is terminated.

An agent can be monitored with RSM only when they are talking on a call. They cannot be monitored 
while on hold or not on a call.

UCM provides for one active monitoring session per agent, as the agent's phone can handle only one 
active monitoring session and one active recording session at any given time. If a third-party recorder is 
recording the agent's conversations, the agent can still be monitored by a supervisor using the supervisor 
desktop or RSM; however, if a RSM-based supervisor and a supervisor desktop-based supervisor both 
try to monitor the agent simultaneously, the request will fail.