/mcpIf the agent phone has encryption that is enabled, the supervisor phone must also have encryption enabled in order to allow secure silent monitoring. If the agent phone has encryption that is enabled, but the supervisor phone does not, the monitoring request fails. Whisper Coaching Unified Communications Manager also supports whisper coaching, a CTI enhancement on silent monitoring whereby a supervisor can speak to the agent while the monitoring session is underway without the customer hearing. Whisper coaching can only be initiated by a CTI application. If silent monitoring is already configured, then no additional configuration of Unified Communications Manager is required for whisper coaching. Silent Monitoring Prerequisites Silent monitoring can only be invoked by an external CTI application. Cisco applications such as Cisco Unified Contact Center Enterprise or Cisco Unified Contact Center Express can initiate silent monitoring sessions. For details, see the following: • Cisco Unified Contact Center Enterprise—For details on how to set up silent monitoring in Cisco Unified Contact Center Enterprise, see Cisco Remote Silent Monitoring Installation and Administration Guide. • Cisco Unified Contact Center Express—This chapter contains a sample configuration to set up Silent Monitoring for Unified Contact Center Express via Cisco Finesse. For additional documentation that is related to your Cisco Unified Contact Center Express deployment, go to https://www.cisco.com/c/en/us/ support/customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html. Configure Silent Monitoring Task Flow This task flow describes the tasks that you must perform within Unified Communications Manager to allow CTI applications to use the monitoring feature. Before you begin • Determine which phones support silent monitoring by running a phone feature list report. For more information,Generate a Phone Feature List, on page 5 Procedure Purpose Command or Action Turn on the Built in Bridge on agent phones. You can use a service parameter to configure Perform one of the following procedures: Step 1 • Enable Built in Bridge for Phones Clusterwide, on page 123 the clusterwide default setting or you can enable the Built in Bridge for individual phones. • Enable Built in Bridge for a Phone, on page 123 Note The Built in Bridge setting on individual phones overrides the clusterwide default setting. Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs 122 Monitoring and Recording Silent Monitoring Prerequisites