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The following CUCM configurations are required in order to enable monitoring calls on remotely controlled phones.
Enable Built-in Bridge (BIB) on Monitored phones
The Phone Control Tool will ask you to enable the BIB. To do this manually, go to CUCM > Phone and set the Built-in-Bridge to 'On' :
Setting up the Calling Search Space on the Phone Monitoring Line
On the line of the monitoring phone (which in most cases is the monitor's desk phone), set the Monitoring CSS to a value that includes the extension to be monitored. The partition of the monitored extension must be in the list of partitions of the chosen Monitoring CSS. The settings can be found by going to CUCM Administration > Device > Phone and select the monitoring phone and then select a line. Towards the bottom of the line there is the following section:
Codec Settings
Make sure that both the monitoring and monitored phones use the same voice codec for voice streams, and the codec is one of the following:
•G711
•G729
The codec settings can be changed in the phone's Device Pool (View details) in the Region setting.
Other Dependencies
In addition to the settings above, the following conditions must be met in order to support silent call monitoring:
•Involved phones must be supported by JTAPI.
•The voice streams are not encrypted.
•Phones must support the Cisco Built-In-Bridge feature. For a list of supported phones refer to Cisco documentation.
Refer to Cisco documentation: Feature Guide: Chapter: Monitoring and Recording or How to Configure Silent Monitoring.
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