Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

The following use cases illustrate how Unified CM silent monitor behaves in various scenarios.

Supervisor Silent Monitors Agent 
with Legacy Unified CM

The supervisor desktop receives a control failure and displays 
error 13140.

Supervisor Silent Monitors Agent; 
Agent has Legacy Phone

The supervisor desktop receives a control failure and displays 
error 13139.

Supervisor Silent Monitors Agent; 
Supervisor has Legacy Phone

Silent monitor is successful. The supervisor is not required to 
have a 79x1 phone for silent monitor.

Supervisor Silent Monitors Mobile 
Agent

The supervisor desktop receives a control failure and displays 
error 13140.

Supervisor Silent Monitors Agent 
Whose Phone Has the 
Built-in-Bridge Disabled

The supervisor desktop receives a control failure and displays 
error 13141.

Supervisor Silent Monitors Agent 
Whose Line Does Not Belong to a 
Partition Included in the 
Monitoring Calling Search Space

The supervisor desktop receives a control failure and displays 
error 13142.

Supervisor Selects an Agent with 
No Calls

Because Unified CM does not allow a silent monitor session to 
start before a call is active on the device, CTI OS disables the 
Start Silent Monitor button until the agent has a call. This 
behavior is different than CTI OS based silent monitor where an 
agent without a call can be monitored.

Supervisor Selects an Agent with a 
Call

The Start Silent Monitor button is enabled.

Supervisor Silent Monitors Agent

The supervisor is silent monitoring an agent. Because Unified 
CM based silent monitor is implemented via a call, the supervisor 
can hold, retrieve, and release the call. This is different than CTI 
OS based silent monitor, where silent monitor is implemented 
using a UDP stream between the two party's desktops.