Configure Unified CM Based Silent Monitoring. Cisco Hosted Collaboration Solution for Contact Center

Configure Core Component Integrated Options

Configure Unified CM Based Silent Monitoring

Procedure

Step 1

Login to the Cisco Unified Communication Manager Administration page.

Step 2

Navigate to System > Service Parameter.

Step 3

Choose publisher server from Server drop-down list.

Step 4

Choose Cisco CallManager (Active) from Service drop-down list.

Step 5

In ClusterWide Parameters (System - Location and region), choose Enabled for All Devices from G.711

A-law Codec Enabled drop-down list.

Step 6

Choose Disable from following drop-down lists:

• G.711 mu-law Codec Enabled

• G.722 Codec Enabled

• iLBC Codec Enabled

• iSAC Codec Enabled

Step 7

Click Save.

Configure Unified CM Based Silent Monitoring

Perform the following steps to configure unified CM based silent monitoring:

• Enable Built-in Bridge. See,

Enable or Disable the Built-in-Bridge , on page 588

•

Add Monitoring Calling Search Space for the device, on page 647

Add Monitoring Calling Search Space for the device

Before You Begin

Ensure that agent phones are added. See,

Add Phones, on page 581

.

Note

During CTIOS Server installation, for IPCC Silent Monitor Type, select CCM Based.

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

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