Has anyone done any Remote Silent Monitoring with PCCE? I know that Cisco RSM is not supported with PCCE but are there any third party solutions that does this functionality?
Many of the Call Recording Solutions allow a real (or near real) time monitoring of calls.
I am 99% that Redbox does. Check to see if your call recording solution provides live playback of calls that are been recorded. The Redbox Live Acquire is standard feature, so no additional licensing required to enable it. You can play back onto your PC or onto an extension. A mobile or landline number (instead of an extension) could be be added by the supervisor and that number will be dialed and the call will playback when answered.
Here is a link to the Redbox Live Acquire feature, which shows you, you CAN do live monitoring of calls: http://www.redboxrecorders.com/quantify/applications/#monitor-communications-in-real-time
But how the audio is played back (onto PC / Phone) and if it would be possible to create a simple CVP app to get access to playback from PSTN I am not sure.
Note: The audio can be a few seconds behind the actual call (unlike real live monitoring). Supervisor would still need web access to select the agent etc but the audio could be played. back onto the phone even if they are remote. i.e. the user would need remote access to access the Redbox web interface.
The other alternative is to have use standard CUCM Monitoring., and have a a WAN / VPN for the remote site and have the supervisor's phone register to the CUCM. You should not need a lot of BW.