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Cisco Bug: CSCuq29274 - CUCM based Silent Monitoring with CIPC

Last Modified

Dec 30, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

8.5(4)

Description (partial)

Symptom:
8.5 CTI OS System Manager Guide and Supervisor Guide along with Cisco internal Docwiki wrongly suggest CUCM based Silent Monitoring with CIPC is not supported.  8.5 SRND states we can monitor agents on CIPC 7.0 or later.  SRND is correct.

Conditions:
8.5 CTI OS System Manager Guide and Supervisor Guide along with Cisco internal Docwiki wrongly suggest CUCM based Silent Monitoring with CIPC is not supported. However, 8.5 SRND states we can monitor agents on CIPC 7.0 or later.


As per the Supervisor Guide:

"NOTE:You cannot monitor an agent who is using IP Communicator"
 http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise8_5/user/guide/csd85cceug.pdf


As per CTI OS System Manager Guide, under the Unified CM silent monitor limitations and restrictions section:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios9_0/installation/guide/UCCE_BK_C3D5EC47_00_cti-os-system-manager-guide/UCCE_BK_C3D5EC47_00_cti-os-system-manager-guide_chapter_01.html#UCCE_RF_U6F70C2B_00

— SNIP —
The following items prevent the use of Unified CM-based silent monitor:

Agents using phones other than 79x1 phones (7941, 7961, or 7971)
Agents using Cisco IP Communicator
Supervisors using 7.1(x) or earlier desktops
IPCC 7.1(x)
Unified CM 5.x and earlier
Silent monitoring SRTP streams is not supported
Mobile agents cannot be silent monitored 
— SNIP —


As per SRND:

"Any Unified CCE agent desktop, including Siebel, can be silently monitored using Unified CM silent monitoring, provided the following requirements are met:
• The agent to be silently monitored is using a Cisco Unified IP Phone 7941, 7942, 7945, 7961, 7962, 7965, 7970, 7971, or 7975, and Cisco IP Communicator 7.0 or later"
 

SRND is correct.  Need to correct CTI OS System Manager Guide and Supervisor Guide along with Cisco internal Docwiki
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