Cisco Cisco Unified Contact Center Enterprise 10.0(1) Release Notes

If a single RSM server is configured to use Unified CM multiple clusters, each cluster’s constituent 
servers must be running the same build of Unified CM. Attaching to multiple clusters running different 
versions of Unified CM is not supported, as there may be JTAPI library incompatibilities between 
versions.

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

7921 

7941/42/45 

7961/62/65 

7970

IP Communicator 7.0(1) and higher (note that Personal Communicator is not support by Unified 
CCE)

Phones not supported include: 

7910 

7912 

7940

7960 

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

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. However, if you enable the on-hold beep in Unified CM, which keeps the RTP stream 
alive while the agent put the caller on hold, RSM will keep the monitoring session alive during the hold 
period. See open caveat CSCsw94179 in Table 1 below.