How to Configure & Troubleshoot VoIP Monitoring

VoIP monitoring is monitoring and recording calls between customers and agents.

Voice over Internet Protocol, or VoIP, monitoring is the act of silently monitoring and recording calls between customers and contact center agents using software. Configure VoIP monitoring software by enabling components of your PC. Problems you may encounter with this software include the monitor button may be disabled when the supervisor selects an agent to monitor and an agent's calls may not be recorded.

Instructions

1. Configure the PC Port to "Enabled" in the Device Configuration screen's section for Product Specific Configuration. Make sure that the Voice VLAN Access of your PC and the Span to PC Port are enabled. Configure the Device Security Mode to "Non-Secure" or "Authenticated" in the Device Configuration screen's Device Information section.

2. Make sure that the supervisor selected an agent and did not select a call if the monitor button is disabled when the supervisor selects an agent to monitor. Make sure the supervisor is not already participating as an agent in a call. Make sure the supervisor did not select his own agent for monitoring. Make sure at least one service for VoIP monitoring is running.

3. Look over the quality workflows and the archive assigned to the agent if the agent's calls are not recorded. Look over what calls will and will not be recorded based upon the inclusion/exclusion list of extensions and the inbound/outbound settings.

References

• Cisco: Configuring and Troubleshooting VoIP Monitoring