Remote Supervisory Monitoring Feature

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Agents use the Cisco Agent Desktop (commonly referred to as CAD) to login to the Unified CCX server and control their ACD state, control incoming and outgoing calls, chat with supervisors and other agents on their team, view their own real-time statistics, and view their own recent call activity.

Supervisors use the CSD to view real-time queue and agent statistics, view recent call activity for agents, change agent states, chat with agents, and send marquee messages to all agents on the selected team.

With the Enhanced or Premium packages, the supervisor can also barge-in or intercept ACD calls, silently monitor agents, and record agent calls.

The remote supervisory monitoring feature in Cisco Unified Contact Center Express (CCX) allows supervisors to monitor agents' calls in real-time without the agents being aware of it. Here are the statements that describe this feature:

A. It is supported on Cisco Unified CCX Enhanced and Premium editions: This statement is true. The remote supervisory monitoring feature is available in the Enhanced and Premium editions of Cisco Unified CCX.

B. It does not require a Cisco Supervisor Desktop or any data network connectivity: This statement is false. In order to use the remote supervisory monitoring feature, a Cisco Supervisor Desktop is required. Additionally, data network connectivity is needed for the feature to work.

C. Agents are aware that they are being silently monitored: This statement is false. The remote supervisory monitoring feature is designed to allow supervisors to monitor agents' calls without the agents being aware of it. This is done to ensure that the agents' behavior is not affected by the knowledge of being monitored.

D. Calls can be silently monitored from a PSTN phone: This statement is false. The remote supervisory monitoring feature is designed to work within the Cisco Unified CCX system, and calls cannot be monitored from a PSTN phone.

E. It supports G.711 and G.729 codecs: This statement is true. The remote supervisory monitoring feature supports both G.711 and G.729 codecs for audio compression.

F. It works with SPAN port monitoring only: This statement is false. The remote supervisory monitoring feature works by setting up a silent monitoring session between the supervisor and the agent, and does not require SPAN port monitoring.

In summary, the correct statements that describe the remote supervisory monitoring feature in Cisco Unified Contact Center Express are:

• It is supported on Cisco Unified CCX Enhanced and Premium editions.
• It supports G.711 and G.729 codecs.

Note that the other statements are false.