There are several ways to monitor calls. It all depends on if you would like them recorded for quality or if you would just like to monitor them for a 1 time deal. NICE has a nice monitoring tool for voice inbound calls. This equipment will digitally record your selected calls and allow you to play them for the agent for training purposes. It will function with most CTI software applications to include Cisco / Geotel ICM as well as Genesys. These are two of the top CTI software suppliers at this time. It functions well with Nortel as well as Lucent PBXs. NICE is a company based out of Israel, however has several spands throughout the world to include Colorado. If this does not answer your question, I appologize.