Which two statements describe the remote supervisory monitoring feature in Cisco Unified Contact
Center Express? (Choose two.)
A.
It is supported on Cisco Unified CCX Enhanced and Premium editions.
B.
It does not require a Cisco Supervisor Desktop or any data network connectivity.
C.
Agents are aware that they are being silently monitored.
D.
Calls can be silently monitored from a PSTN phone.
E.
It supports G.711 and G.729 codecs.
F.
It works with SPAN port monitoring only.
Explanation:
Agents use the Cisco Agent Desktop (commonly referred to as CAD) to login to the Unified CCX
server and control their ACD state, control incoming and outgoing calls, chat with supervisors and
other agents on their team, view their own real-time statistics, and view their own recent call
activity.
Supervisors use the CSD to view real-time queue and agent statistics, view recent call activity for
agents, change agent states, chat with agents, and send marquee messages to all agents on the
selected team. With the Enhanced or Premium packages, the supervisor can also barge-in or
intercept ACD calls, silently monitor agents, and record agent calls.
Unified CCX Premium is required for remote supervisory monitoring. Remote supervisory monitoring provides
a mechanism to silent monitor calls using an IP Phone or PSTN phone. This form of silent monitoring does
not require a CSD or any data network connectivity and is ideally suited for management from outsourcer
customers of a call center service provider. Agents are unaware when they are being silent monitored using
remote supervisory monitoring. A remote supervisor is configured with a numeric user ID and password and
also with the CSQs and agents that the remote supervisor is allowed to silent monitor in this fashion. The
remote supervisor then dials a specific number that invokes a Unified CCX application. The application begins
by prompting the supervisor for the user ID and password. After the remote supervisor is authenticated, the
remote supervisor is prompted to choose to silent monitor calls for a specific agent or for a specific CSQ.
Then the Unified CCX application requests a copy of the RTP streams for the selected types of calls, and the
Unified CCX application and CTI Port relays those packets to the remote supervisor’s phone. Remote
supervisory monitoring works with both SPAN port monitoring and desktop monitoring. However, remote
supervisory monitoring only works with a Unified CCX Engine and CTI Ports and agent phones using G.711
encoding. Remote supervisory monitoring also places an additional performance impact on the Unified CCX
server Unified CCX Engine. This activity is reflected in the Cisco Unified Communications Sizing Tool. For
remote monitoring to work, the agent desktop must be daisy chained to the agent phone .
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