Whisper Page / Barge on CUCM 9.1?

[dudecrush]

When I supported Avaya systems, Avaya had a "Whisper Page" feature: A manager could enter a code and listen in on an agent's call. The manager didn't need to physically sit next to the agent, and he/she could coach them without the customer hearing.

Does CUCM 9.1 have a feature like that? I don't think so, but I thought I'd ask.

 

[gnrslash4life]

I think this is what you are looking for:

http://www.cisco.com/c/en/us/td/doc...figuration-guide_1101/silent___monitoring.pdf

Certifications:
A+
Network+
CCENT
CCNA Voice
TVOICE
CAPPS

 

[dudecrush]

Yeah - I found that document, but it states, "Silent monitoring can only be invoked by a CTI application via the JTAPI or TAPI interfaces". Since I have neither CC Enterprise or CC Express, I don't have the CTI application that can start a silent monitoring, which means I can't use the feature - only configure it - right?

This is a one-off, so I'm looking for a "duct-tape and bailer-twine" solution that will get me close. I tried a bridged appearance, but that won't let me barge in on the call. Any ideas?

 

[gnrslash4life]

Ah ok. The feature is definitely dependent on UCCX/UCCE.

Certifications:
A+
Network+
CCENT
CCNA Voice
TVOICE
CAPPS

 

[whykap]

Yes there is a barge feature native to cucm.

http://www.cisco.com/c/en/us/td/doc...cm-features-and-services-guide_chapter_01.pdf

Make sure you understand the limitations before you deploy, it's not made for a call center environment, rather for an admin to barge in a call for an exec, to announce something urgent. Configured properly it can double as silent monitoring.

 

[dudecrush]

Thanks whykap - I'll read that and give it whirl....

 

[dudecrush]

whykap - you were dead on the money! I was able to configure barge and it worked perfectly! I can't believe that CDW told me that this wasn't possible without a contact center system, even when I told them I only needed a "one-off". Hmmm...seems like selective remembering. You think they smelled dollar signs?

 

[whykap]

The way you described it originally sounded like asking for the call monitoring feature, I guess that is what they thought as well. You mentioned agent, manager, and coaching, all elements of a call center.