Question : VOIP Call monitoring

We have a call center with ONLY VOIP service. The manager (located at a remote location w/access to local LAN) is trying to find out if he/she  can  be able to listening/records live calls for  different reasons. so, my task is to find which application we can deploy that will work with Cisco CME and be able to monitor calls as they came in, so that the supervisor can be able to lift the phone/microphone and listen in  at any time.

Any idea on some Call center software that would do such outstanding job?

Answer : VOIP Call monitoring

Yep,

Please monitor the port which going to the gateway to the recoreder PC, and capture all VoIP data!

Please refer this guide howto do it:
http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015c612.shtml
http://www.encyclopedia.com/doc/1G1-161398173.html

Best Regards,
Istvan