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Whisper Page / Barge on CUCM 9.1?

Whisper Page / Barge on CUCM 9.1?

(OP)
When I supported Avaya systems, Avaya had a "Whisper Page" feature: A manager could enter a code and listen in on an agent's call. The manager didn't need to physically sit next to the agent, and he/she could coach them without the customer hearing.

Does CUCM 9.1 have a feature like that? I don't think so, but I thought I'd ask.

RE: Whisper Page / Barge on CUCM 9.1?

(OP)
Yeah - I found that document, but it states, "Silent monitoring can only be invoked by a CTI application via the JTAPI or TAPI interfaces". Since I have neither CC Enterprise or CC Express, I don't have the CTI application that can start a silent monitoring, which means I can't use the feature - only configure it - right?

This is a one-off, so I'm looking for a "duct-tape and bailer-twine" solution that will get me close. I tried a bridged appearance, but that won't let me barge in on the call. Any ideas?

RE: Whisper Page / Barge on CUCM 9.1?

Ah ok. The feature is definitely dependent on UCCX/UCCE.

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RE: Whisper Page / Barge on CUCM 9.1?

Yes there is a barge feature native to cucm.
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm...

Make sure you understand the limitations before you deploy, it's not made for a call center environment, rather for an admin to barge in a call for an exec, to announce something urgent. Configured properly it can double as silent monitoring.

RE: Whisper Page / Barge on CUCM 9.1?

(OP)
Thanks whykap - I'll read that and give it whirl....

RE: Whisper Page / Barge on CUCM 9.1?

(OP)
whykap - you were dead on the money! I was able to configure barge and it worked perfectly! I can't believe that CDW told me that this wasn't possible without a contact center system, even when I told them I only needed a "one-off". Hmmm...seems like selective remembering. You think they smelled dollar signs?

RE: Whisper Page / Barge on CUCM 9.1?

The way you described it originally sounded like asking for the call monitoring feature, I guess that is what they thought as well. You mentioned agent, manager, and coaching, all elements of a call center.

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