/mcpProcedure Step 1 Configure a test agent and supervisor on Unified Contact Center Express. Note The IP Contact Center (IPCC) Extension for the Agents and Supervisors must be unique. This can be verified from Cisco Unified Communications Manager under Call Routing > Route Plan Report. Step 2 Ensure that the agent phone has the Built in Bridge (BIB) On. This can be done on the phone or at the Cluster level (Set the Default Service Parameter to On). Step 3 Log in to Finesse as an Agent. Step 4 Log in to Finesse as a Supervisor and ensure that the supervisor is in NOT READY State. Step 5 Ensure that the Resource Manager Contact Manager (RMCM) user has the required roles for Call Monitoring and Call Recording -- Standard Computer Telephony Integration (CTI) Allow Call Monitoring and Recording. Note This is automatically done by Unified Contact Center Express at the initial setup of the RMCM user. Ensure the roles exist on the Application User window of Cisco Unified Communications Manager. Step 6 Assign the Monitoring CSS (Calling Search Space) on the Supervisor Phone to contain the Partition of the agent line. Step 7 Place a call to Unified Contact Center Express so that the call is routed to the agent logged in. Once the agent is in the TALKING state, from the supervisor, start the Silent Monitoring. The supervisor will then be able to hear the conversation between the agent and the caller Silent Monitoring Interactions Interaction Feature If the agent call that is being monitored goes to call preservation, Unified Communications Manager also puts the monitoring call into call preservation mode. Call preservation Unified Communications Manager supports transferring a secure monitoring session so long as the destination supervisor device exceeds the security capabilities of the agent that is being monitored. Transfer of secure monitoring call Recording Tones take precedence over Monitoring Tones for calls that are both recorded and monitored. If a call is recorded and monitored, only the recording tone plays. Recording Tones Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs 127 Monitoring and Recording Silent Monitoring Interactions