silent monitor with my own Agent desktop

Version 1
    This document was generated from CDN thread

    Created by: Yao Hongjiao on 20-06-2013 02:55:39 AM
    Hello everyone, when i create my own supervisor desktop with uccx  cti protocol, i find i can't realize silent monitor. According to 'Cisco Unified Contact Center Express CTI Protocol Developer Guide 9.0', i find no description about silent monitor. 
    How can i realize silent monitor with my own agent desktop and supervisor desktop.
    Thank you!

    Subject: RE: New Message from Yao Hongjiao in Contact Center Express CTI (UCCXCTI) -
    Replied by: David Lender on 20-06-2013 09:24:55 AM
    Use the SUPERVISE_CALL_REQ and specify SupervisoryAction as SUPERVISOR_MONITOR

    Subject: RE: New Message from Yao Hongjiao in Contact Center Express CTI (UCCXCTI) -
    Replied by: Yao Hongjiao on 20-06-2013 09:03:00 PM
    David Lender:
    Use the SUPERVISE_CALL_REQ and specify SupervisoryAction as SUPERVISOR_MONITOR
    According to 'Cisco Unified Contact Center ExpressCTI Protocol Developer GuideRelease 9.0(1) ' , Supervisory Action Values has two values:SUPERVISOR_BARGE_IN and SUPERVISOR_INTERCEPT, there is no SUPERVISOR_MONITOR.

    Meanwhile, when i want to barge in the connected call, i use SUPERVISE_CALL_REQ and specify SupervisoryAction as SUPERVISOR_BARGE_IN,then i receive control_failure_conf, with the error 'Invalid Contact specified'. How to solve this problem?

    If i use the cad and csd, i find that supervisor barge in the connected call using the conference.  So how to bargen in, intercept,monitor a connected call????

    Subject: RE: New Message from Yao Hongjiao in Contact Center Express CTI (UCCXCTI) -
    Replied by: David Lender on 24-06-2013 07:46:21 AM
    The latest version of the UCCX CTI Protocol Guide I have shows Supervisory Action SUPERVISOR_MONITOR.

    SUPERVISOR_MONITOR
    The supervisor device is to be connected to the call for silent
    monitoring. This allows the supervisor to hear all parties
    participating in the call.
    Value = 1


    Regarding Barge In, be sure you have the correct callID for the agent’s call that you want to barge into. If you think you have the correct Callid,
    Pull the MIVR log showing the agent’s call (BEGIN_CALL_EVENT, etc.) as well as the SUPERVISE_CALL_REQ and compare.
    Then, supervise the call using CSD and pull the MIVR log for that session, and then compare the two.
    You can then do the same (use CSD) to silent monitor the call and pull the MIVR log to show the SUPERVISE_CALL_REQ message needed.

    Subject: RE: silent monitor with my own Agent desktop
    Replied by: Artem Perfilev on 09-08-2013 07:25:18 AM
    Yao Hongjiao, do you develop supervisor desktop with uccx  cti protocol? Can you help me with my problem? When i make SUPERVISE_CALL_REQ and get Invalid SupervisorID null Specified:

    SUPERVISE_CALL_REQ
    AgentCallID = 62512834 (the Call ID from an active call between a client and an UCCX agent)
    SupervisorCallID = 0xffffffff
    AgentConnectionDeviceType = 0 (CONNECTION_ID_STATIC)
    SupervisorConnectionDeviceType = 0 (CONNECTION_ID_STATIC)
    SupervisoryAction = 3 (SUPERVISOR_BARGE_IN)
    AgentConnectionDeviceID = 1001
    SupervisorConnectionDeviceID = 1000
    AgentExtension = 1001
    AgentInstrument = 1001
    SupervisorInstrument = 1000
    AgentID = 1001
    ......

    CONTROL_FAILURE_CONF
    error code = 260 (CF_INVALID_LOGON_DEVICE_SPECIFIED)
    text = "Invalid SupervisorID null Specified"

    What is the problem here?   

    Subject: RE: silent monitor with my own Agent desktop
    Replied by: Yao Hongjiao on 28-08-2013 04:19:22 AM
    Artem Perfilev:
    Yao Hongjiao, do you develop supervisor desktop with uccx  cti protocol? Can you help me with my problem? When i make SUPERVISE_CALL_REQ and get Invalid SupervisorID null Specified:

    SUPERVISE_CALL_REQ
    AgentCallID = 62512834 (the Call ID from an active call between a client and an UCCX agent)
    SupervisorCallID = 0xffffffff
    AgentConnectionDeviceType = 0 (CONNECTION_ID_STATIC)
    SupervisorConnectionDeviceType = 0 (CONNECTION_ID_STATIC)
    SupervisoryAction = 3 (SUPERVISOR_BARGE_IN)
    AgentConnectionDeviceID = 1001
    SupervisorConnectionDeviceID = 1000
    AgentExtension = 1001
    AgentInstrument = 1001
    SupervisorInstrument = 1000
    AgentID = 1001
    ......

    CONTROL_FAILURE_CONF
    error code = 260 (CF_INVALID_LOGON_DEVICE_SPECIFIED)
    text = "Invalid SupervisorID null Specified"

    What is the problem here?   

    you can try to change "AgentExtension = 1001" to "AgentExtension = (the call number of inbound call)".

    Subject: RE: New Message from Yao Hongjiao in Contact Center Express CTI (UCCXCTI) -
    Replied by: Yao Hongjiao on 28-08-2013 09:41:28 PM
    David Lender:
    The latest version of the UCCX CTI Protocol Guide I have shows Supervisory Action SUPERVISOR_MONITOR.

    SUPERVISOR_MONITOR
    The supervisor device is to be connected to the call for silent
    monitoring. This allows the supervisor to hear all parties
    participating in the call.
    Value = 1


    Regarding Barge In, be sure you have the correct callID for the agent’s call that you want to barge into. If you think you have the correct Callid,
    Pull the MIVR log showing the agent’s call (BEGIN_CALL_EVENT, etc.) as well as the SUPERVISE_CALL_REQ and compare.
    Then, supervise the call using CSD and pull the MIVR log for that session, and then compare the two.
    You can then do the same (use CSD) to silent monitor the call and pull the MIVR log to show the SUPERVISE_CALL_REQ message needed.
    Hi Devid, thank you for your answering. 
    when i use the SupervisoryAction.SUPERVISOR_MONITOR(value=1), then it returns ControlFailureConf. The error message is "Invalid Supervisory Action Specified."  why? is SUPERVISOR_MONITOR right? or the version of uccx(9.0) doesn't support silent monitor?