Configuring And Using Remote Monitoring - Cisco CRS-1 - Carrier Routing System Router Administration Manual

Chapter 4 Provisioning Cisco Unified CCX

Configuring and Using Remote Monitoring

Note
Note
The Cisco CRS Remote Monitoring feature allows a supervisor to call into any
site where the supervisor has a Unified CM user profile and monitor an agent's
conversation.
The incoming and outgoing streams to/from the agent phone and the outgoing
stream to the supervisor phone must have the same encoding with only G.711
being supported.
When you, as a supervisor, monitor a conversation, you can hear all parties on the
call. The parties will have no indication that you are monitoring the call. You
cannot join the call or be heard by the parties. This is referred to as silent
monitoring.
With Remote Monitoring, you can choose to monitor a call in either of these ways:
By resource (agent)—In this case, you identify the resource by agent
•
extension. If the agent is on a call, monitoring will begin immediately. If the
agent is not on a call, monitoring will begin when the agent is presented with
a call (that is, when the agent's phone rings) or when the agent initiates a call
(that is, when the agent's phone goes off-hook).
• By CSQ—In this case, you will monitor the call of an agent who belongs to
the CSQ. When you monitor by CSQ, you select the CSQ from a menu. When
a call is presented to an agent who belongs to the selected CSQ, monitoring
will begin for that agent and call.
For CSQ monitoring, the supervisor cannot start monitoring the call after it
connects to the agent; the call must arrive at the agent after supervision begins.
For agent monitoring, supervision can begin after the call connects to the agent.
This section describes the steps needed to configure Remote Monitoring:
Creating a Remote Monitoring Supervisor, page 4-36
•
• Assigning Resources and CSQs to a Supervisor, page 4-37
• Configuring the Remote Monitoring Application, page
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Configuring and Using Remote Monitoring
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