Silent Monitoring

Version 1

    Subject: RE: Silent Monitoring
    Replied by: Theodore Phipps on 01-04-2013 03:07:59 PM
    Andrew,
     
    I hope you are doing well.  Do you feel like you have sufficient documentation for CTI-OS and UCM Monitoring?  Finesse works the same way.  If you think the CTI-OS documentation is sufficient, we will include something similar for Finesse.  If it isn't sufficient, we will need to draft brand new language.
    Ted
     

    Subject: RE: Silent Monitoring
    Replied by: Theodore Phipps on 01-04-2013 03:22:17 PM
    You don't need to do any special configuration in Finesse for this.  The configuration is on the CCE/UCM/Phone side.
     
    We will clear this up in the documentation and make sure we have a set of easy to follow steps.
    This document was generated from CDN thread

    Created by: Andrew Higgins on 01-04-2013 02:42:34 PM
    We're aware that Finesse only supports UCM based silent monitoring but there doesn't appear to be many details around how Finesse invokes a monitoring session behind the scenes.  Where can we get more info / details around design, required configuration, and the specifics of what happens when a supervisor selects the Start Monitoring button in the supervisor team gadget?
    Edit: Assuming Finesse 9.1.
    -Andrew

    Subject: RE: Silent Monitoring
    Replied by: Andrew Higgins on 01-04-2013 03:15:34 PM
    >Do you feel like you have sufficient documentation for CTI-OS and UCM Monitoring?
    Yes for both.  The type of monitoring used is selected in the CTIOS Server setup but Finesse doesn't integrate to CTIOS Server which is why the question is coming up.
    -Andrew

    Subject: RE: Silent Monitoring
    Replied by: Jin Tiam Loh on 16-07-2013 03:36:30 PM
    Hi Ted,

    Can you advice which doc you are referring to here for silent monitoring w Finesse? Would the approach be the same for whisper coach?

    Thanks!
    -JT-

    Subject: RE: Silent Monitoring
    Replied by: JEFF MARSHALL on 25-09-2013 01:54:01 PM
    Ted,

    I'm having difficulty in finding data around Whisper Coaching for Finesse.  Has whisper coaching been incorporated into the Finesse supervisor desktop?

    /Jeff

    Subject: RE: Silent Monitoring
    Replied by: Theodore Phipps on 25-09-2013 02:33:45 PM
    JEFF MARSHALL:
    Ted,

    I'm having difficulty in finding data around Whisper Coaching for Finesse.  Has whisper coaching been incorporated into the Finesse supervisor desktop?

    /Jeff

    Finesse does not support whisper coaching and i'm not seeing this as a top priority feauture.  What is your opinion?

    Subject: RE: Silent Monitoring
    Replied by: JEFF MARSHALL on 25-09-2013 02:54:12 PM
    Frankly I don't get asked for it much (but we've also historically avoided it).  We're currently engaged at a pre-sales level with a multi-thousand agent opportunity and they found the data on the UCM admin guide and are now asking about it.  I guess it really depends upon the level of effort to produce it within the silent monitor tool.

    /Jeff

    Subject: RE: Silent Monitoring
    Replied by: Jin Tiam Loh on 25-09-2013 03:12:59 PM
    This is key in replacement opportunities. My understanding is it can be done using JTAPI integration CUCM <-> Finesse. Is that so?

    Thanks!
    -JT-