[cisco-voip] UCCE and PSTN-based agent silent monitoring

[Joe Cisco]

Might try onvisource.com - not sure if they have something or not.

-Joe C.

On Wed, Jul 23, 2008 at 1:36 PM, Dave Wolgast <dwolgas1 at rochester.rr.com> wrote:
> I know this isn't a contact center group, but hoping someone may have
> seen/heard something that might help.  My apologies for those to whom this
> isn't relevant.
>
> We have just received a requirement from a new agent group that agents be
> able to be silently monitored by phone from outside our network.  We
> currently use UCCE 6.0/CTIOS 6.0/UCM 4.1(3)/IPQM 3.5(4).  We will be moving
> to UCCE 7.2/CTIOS 7.X/UCM 6.1(2)/IP-IVR 5.0 before the end of 2008.
>
> Are there any solutions available within the product suite?  Any 3rd party
> solutions that work well (and that are priced reasonably)?
> We work with Verint/Witness for Quality Recording, and they have said they
> don't have a solution to do what we need.  I know we could also build a UCCX
> with Premium Agents if necessary, but hoping for something simpler if
> possible.
>
> --
> Dave Wolgast
> Livonia, NY
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