Cisco Cisco Agent Desktop 8.0 Installationsanleitung
Cisco CAD Installation Guide
32
August 8, 2012
Monitoring Requirements
If your system configuration uses Cisco CallManager 4.x or Cisco Unified
Communications Manager 5.x (Unified CM), CAD supports one kind of monitoring:
CAD-based (agent-based) monitoring. CAD-based monitoring can be implemented
either through the desktop or the server.
Communications Manager 5.x (Unified CM), CAD supports one kind of monitoring:
CAD-based (agent-based) monitoring. CAD-based monitoring can be implemented
either through the desktop or the server.
If your system configuration uses Unified CM 6.0, CAD supports CAD-based monitoring
and also Unified CM-based (call-based) monitoring.
and also Unified CM-based (call-based) monitoring.
The type of monitoring that is used is specified when the Cisco CTI OS is installed. CAD
uses either Unified CM-based or CAD-based monitoring, not both. Supervisor Desktop
automatically determines which kind of monitoring is used when it is launched.
uses either Unified CM-based or CAD-based monitoring, not both. Supervisor Desktop
automatically determines which kind of monitoring is used when it is launched.
NOTE: CAD-based monitoring requires codecs G.711 and G.729.
Desktop Monitoring (CAD-based)
The use of desktop monitoring in your contact center increases bandwidth
requirements. Consult the best practices document, Cisco Agent Desktop Bandwidth
Requirements, for more information.
requirements. Consult the best practices document, Cisco Agent Desktop Bandwidth
Requirements, for more information.
Required Device Settings for Desktop Monitoring
The following device settings are required for desktop monitoring to function correctly
with CAD. The settings are configured with the Cisco Unified Communications
Manager (Unified CM) Administration application.
with CAD. The settings are configured with the Cisco Unified Communications
Manager (Unified CM) Administration application.
NOTE: Not all devices or Unified CM versions use all these settings.
Configure those that do appear for your device and Unified CM
version.
Configure those that do appear for your device and Unified CM
version.
NOTE: CAD does not support Secure Realtime Transport Protocol
(SRTP) in desktop monitoring.
(SRTP) in desktop monitoring.
In the Product Specific Configuration section of the Device Configuration screen,
configure these settings as follows:
configure these settings as follows:
■
PC Port—Enabled. If the PC Port is not enabled, the agent PC that is
connected to the port will not have network access. No voice streams will be
seen by the desktop monitor module.
connected to the port will not have network access. No voice streams will be
seen by the desktop monitor module.
■
PC Voice VLAN Access—Enabled. If the PC Voice VLAN Access is not enabled,
no voice streams will be seen by the desktop if the desktop is not a member
of the same VLAN as the phone.
no voice streams will be seen by the desktop if the desktop is not a member
of the same VLAN as the phone.