Questions about Cisco Call Manager and live monitoring.

Jacob Durham
Jacob Durham used Ask the Experts™
Is Cisco UCM  Version 12, can I do the following:

  1. Set a user's voicemail to allow breaking out back to the main menu
  2. Monitor Hunt Group and Call Volumes in Real Time
  3. Monitor Agent Login/Logged Out StatE?
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Sr. Voice Engineer
My answers are based on v11.5, but the answers should be the same for v12.
1. This is done in Unity Connection. The default in the Caller Input tab for all users is to allow dialing of extensions.
2. You can monitor Hunt Group activity and Call Volumes in RTMT - Real Time Monitoring tool. This tool runs on Windows and is downloadable from inside Call Manager in the Applications sections.
3. This sounds like a UCCX - Contact Center Express question unless you are using "The Poor Man's Contact Center" aka a Hunt Pilot in CUCM with queuing enabled. UCCX has extensive real-time and historical reporting. "The Poor Man's Contact Center" has virtually none.

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