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RE: Silent Monitoring using CUAE

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Hi,
 
We want to develop one application which will monitor some phones. Customer don't want Barge-In feature bcoz there is beep and work like conference feature. There is no IPCC, it's a small Call Center setup with CCM hunt group feature.
Can you please tell me either this feature is possible using CUAE or not?
I have seen JTapiStartMonitoring API, but unable to under stand configurations required at CCM and CUAE end.
 
Regards,
Umesh

Hi Umesh,
 
This feature is very much possible using CUAE. To track incoming and outgoing calls & monitor other events, you can make use of JTapiCallInitiated,JTapiCallEstablished,JTapiHangUp events along with JTapiNonTriggeringSubscribe. The script intance will need to be running for the duration of the call so It might consume as many script licenses as the number of calls going on.
 
The configurations that will needed be are:
On CUCM you will have to create the cti route point, then add route point & phones to application user.
On CUAE you will have to add a cti route point & a monitored cti device pool & then add phones to application user.
 
Regards,
Tarang

Hi Tarang,
 
Thanks for the reply. We are able to capture JTAPI triggers. Here silent monitoring means supervisor wants to listen conversation between to person silently.
 
Regards,
Umesh

Hi Umesh,
 
You will need to do the additional configurations on the CUCM as mentioned below:-
1. CUCM admin UI->Service Parameters->Call Manager->Clusterwide Parameters(Device-Phone)->Builtin Bridge Enable = ON.
2. Target Device Only:- Set the device->device information->Built In Bridge = On
3. Target and Listerner Devices lines:- Set the Monitoring Calling Search Space accordingly so that they will be able to receive calls properly.
 
Thanks
Nabhonil

RE: Silent Monitoring using CUAE
silent_monitoring cuae
Answer
1/4/11 9:23 PM as a reply to Nabhonil Sinha.
I have a couple of questions regarding the "silent monitoring" capabilities:
 
1.  HOW does the supervisor begin the monitoring session?  Does the application on his IP Phone allow him/her to select which "agent" to monitor?
 
2.  Is this "silent monitoring" application available for customers to download or would a customer need to purchase CUAE and develop it on their own?
 
Kindest Regards,
 
--Todd Carswell