MARS Remote Silent Monitor(RSM) application for Cisco CUCM /UCCX /UCCE / PCCE VIDEO : https://lnkd.in/dp6-KZTE Contact centers are required to assure the quality of customer service provided by agents to customers. To provide assurance of quality, the ability to monitor the agent-customer conversations is critical to call center business. Parsec’s MARS Remote Silent Monitor ( RSM ) application for Cisco CUCM /UCCX /UCCE / PCCE enables an authorized supervisor to remotely silent monitor an agent during a conversation without the customer or agent knowing that he/she is being monitored. The supervisor can monitor an ongoing agent call by dialing the enterprise MARS RSM IVR number from any phone (Mobile Phone,Land Line ,Internal Cisco IP Phone). The supervisor can monitor both incoming calls & outbound calls dialed by the agent. Multiple supervisors can simultaneously monitor different agent extensions. Each supervisor & agent is assigned to user groups. A supervisor & agent can belong to one or more groups. A supervisor can monitor agents assigned to his/her group only. For more details please write to info@parsec-tech.com www.parsec-tech.com

1. MARS Remote Silent
Monitoring ( RSM ) for
Cisco CUCM
Email : info@parsec-tech.com www.parsec-tech.com

2. Remote Silent Monitoring ( RSM ) for Cisco CUCM
 Enterprise/Contact centers are required to assure the quality of customer service
provided by agents to customers.
 To provide assurance of quality, the ability to monitor the agent-customer
conversations is critical to call center business.
 Parsec’s MARS Remote Silent Monitor (RSM) application for Cisco CUCM will
enable an authorized supervisor to remotely silently monitor an agent during a
conversation without the customer or agent knowing that he/she is being
monitored.
Email : info@parsec-tech.com www.parsec-tech.com

3. Customer Supervisor
PSTN Call
Cisco CUCM /
UCCX /UCCE
/PCCE
Agents
Remote Silent Monitoring ( RSM ) for Cisco CUCM

4. RSM Application High Level Scope
 Supervisor will dial Parsec’s RSM application IVR number ( PSTN Number using a mobile
or landline ) to silently monitor the active call of an agent/user
 The supervisor can monitor both incoming calls & outbound calls dialed by the agent.
 Multiple supervisors can simultaneously monitor different agent extensions.
 Each supervisor & agent will be assigned to user groups in application
 A supervisor & agent can belong to one or more groups.
 A supervisor can monitor agents assigned to his/her group only.
 Parsec’s RSM application will use the BIB feature of the Cisco IP Phone.
 The Application will integrate with currently deployed version of Cisco CUCM onsite
 Cisco Contact Center applications ( UCCX/UCCE/PCCE/CVP ) will not be
required/considered for this application

5. RSM Application IVR Flow
Supervisor will dial Parsec’s RSM application IVR number ( PSTN Number using a
mobile or landline ) to silently monitor the active call of an agent/user
 IVR Prompt : Welcome to Cisco RSM , please enter your supervisor validation
PIN
<Application will validate the PIN stored in Parsec’s application Db>
 IVR Prompt : IVR Prompt : Please enter a valid Agent Extension No
<Agent Extension will be validated by application>
<Application will prompt back in case the agent is currently in idle state>
<Application will capture the entered agent extension no and initiate silent
monitoring on the call of the agent>

6. RSM Application High Availability ( HA )
 The application will be deployed in two separate application servers ( Primary &
Secondary )
 The HA will be an Active -Passive mode :
 Primary application server will be active ( Apache Tomcat Service will be in running
mode )
 Secondary application server will be passive ( Apache Tomcat Service will be in
stopped mode )
 Application Db between the two application instances ( Primary & Secondary ) will
be synchronized
 In case of an issue in primary application server setup the Apache Tomcat service in
the secondary application server will have to be started manually by the application
administrator

7. RSM Application System Requirements
Parsec’s application will be deployed in an independent application server
( to be provided by SI/Client )
The application server should be in the same enterprise network where
CUCM server and Cisco IP phones are present
Application Server Configuration
 Intel Xeon Quad Core 2.3 + , RAM: 8 GB+ , HDD: 70 GB+
 OS: Windows Server 2016 64 Bit / Windows Server 2019 64 Bit
 VMware supported
 Application server IP Address should be static

8. RSM Application
(Primary)
RSM Application
(Secondary-HA)
LAN / WAN LAN / WAN
Agent PC Agent PC
Remote Silent Monitoring ( RSM ) for Cisco CUCM

9. For more details please write to
Email : info@parsec-tech.com
www.parsec-tech.com