Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação

Enter a password. Ensure that the password is alphanumeric and does not contain

any special characters. 

Associate the user with all simphone devices in the cluster (except for the login 
pool devices) by selecting those devices in the Available Devices section and 
moving them to the Controlled Devices section. 

Associate all agent phone devices to be monitored through RSM.

From the Permissions Information window, click Add to User Group, and then 
add the user to the Remote Silent Monitoring group, as previously created.

Click Save. The user is now associated with the devices and user group. 

When configuring an agent phone device to be monitored by RSM, ensure the 
following:

Edit the device via the Cisco Unified CM Administration interface and enable 
the Built-In Bridge setting.

Associate the device with the rsmuser, similar to the way it is associated with 
the pguser.

You must create a new account for each supervisor who will be using RSM, as per 
your current CTI OS supervisor/agent accounts. 

If CTI OS authentication is used, separate supervisor agent accounts must be 
created in the Unified CCE environment, to allow dialed-in supervisors to log into 
the system. 

RSM requires numeric supervisor accounts so users can log in via the telephone. 
However, ICME supervisor agent accounts are also Active Directory user 
accounts, and there may be an Active Directory security policy that prevents 
numeric-only accounts. To resolve this issue, refer to Appendix B, Registry Keys, 
for information on how to modify the VLEngine_PassPrefix parameter.