Silent Monitoring and Whisper Coaching

Feature Description

Starting from Summer 2018 Imagicle release, an operator with "Advanced Supervisor" Queue Manager permissions, can perform a Silent Monitoring (SM) or Whisper Coaching (WC) of another agent.

Above two features allows a supervisor to discreetly listen to an agent's conversation and, if required, to suggest a verbal action.

Both SM and WC features are available in Imagicle Attendant Console's "Agents" tab, in a pull-down menu beside a busy agent BLF. See sample below, based on Attendant Console Enterprise layout:

In Supervisor's Dashboard, "Agents on call" panel, you can find two blue buttons to trigger SM & WC. See below sample:

SM & WC Requirements

Limitations

Interactions with Imagicle Call recording

PBX Configuration

Cisco UCM allows to enable a periodical tone, while a SM or WC monitoring session is triggered. It is possible to decide who is going to hear the tones, by tweaking the following Service Parameters:

To enable SM & WC monitoring features on supervisors' phone lines (DN), a specific Calling Search Space (CSS) should be configured in CUCM, including both supervisor's and agent's Partitions. See sample below:

Troubleshooting

1st case:

While clicking on SM or WC, no error message is generated, Supervisor's phone goes off hook and a voice prompt "unreachable number" is played. Monitoring session is not triggered.

This is caused by wrong or missing “Monitoring Calling Search Space” on Supervisor's phone line. 

2nd case:

While clicking on SM or WC, the following popup error message appears:

Supervisor's phone tries to initiate a call to monitored agent's phone, getting a "fast busy" tone and “No Resources” message on Supervisor's phone display (see sample below):

Two possible reasons for above issue:

3rd case:

While clicking on SM or WC, an error message “Cannot monitor the selected phone: the target line has no active connected call” pops-up on Attendant Console interface. See sample below:

That means target agent does not have an active call. if the call is in ringing, dialing or on-hold state, monitoring session can't be triggered.

4th case:

Supervisor's phone device is a Jabber Desktop, connected over MRA. While clicking on SM or WC:

This is due to the fact that a Jabber device over MRA can't trigger any monitoring session.

5th case:

Agent's phone set is not a Cisco device. Supervisor tries to initiate a SM or WC session and it fails, with the following error message:

This is due to the fact that only Cisco TAPI-enabled device are currently supported. Non-Cisco phone sets are not supported.



Article ID: 621
Last updated: 05 Oct, 2023
Revision: 12
Imagicle UC Suite for Cisco UC -> Attendant Console -> Administration Guide -> Silent Monitoring and Whisper Coaching
https://kbp.imagicle.com/kb/entry/621/