Cisco Cisco Agent Desktop 9.0 Installationsanleitung
Monitoring Requirements
August 8, 2012
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Span to PC Port—Enabled. If the Span to PC Port is not enabled, the voice
streams seen by the phone will not be seen by the desktop monitor module.
streams seen by the phone will not be seen by the desktop monitor module.
In the Device Information section of the Device Configuration screen, configure this
setting as follows:
setting as follows:
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Device Security Mode—Non-Secure or Authenticated. If the Device Security
Mode is set to Encrypted, the voice streams can be seen but will not be
converted correctly, causing the speech to be garbled.
Mode is set to Encrypted, the voice streams can be seen but will not be
converted correctly, causing the speech to be garbled.
Qualifying NICs for Desktop Monitoring
Desktop monitoring does not function with some NICs. The Intel PRO/100 and
PRO/1000 NIC series are unable to detect both voice packets and data packets in a
multiple VLAN environment, which prevents desktop monitoring from functioning
properly. These NICs do not fully support NDIS Promiscuous Mode settings.
PRO/1000 NIC series are unable to detect both voice packets and data packets in a
multiple VLAN environment, which prevents desktop monitoring from functioning
properly. These NICs do not fully support NDIS Promiscuous Mode settings.
A list of NICs tested with Cisco Agent Desktop is located on the Cisco website at:
A workaround solution for the problems with the Intel PRO/100 and PRO/1000 NICs is
available from the Intel Technical Support website (Solution ID: CS-005897). Other
solutions include:
available from the Intel Technical Support website (Solution ID: CS-005897). Other
solutions include:
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Monitoring agents via a VoIP Monitor Service
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Using another type of NIC that is fully NDIS-compliant
The workaround described in CS-005897 may not work for some newer Intel PRO/100
and Intel PRO/1000 cards and drivers.
and Intel PRO/1000 cards and drivers.
If the workaround does not solve the problem, the VLAN ID of the IP phone to which
the agent computer is directly connected must be added to the VLANs tab of the Intel
NIC’s Network Connection Properties dialog box.
the agent computer is directly connected must be added to the VLANs tab of the Intel
NIC’s Network Connection Properties dialog box.
The IP phone’s VLAN ID can be obtained from the phone’s Network Configuration
screen (press Settings and then choose Network Configuration). See the
documentation specific to your version of Cisco Unified Communications Manager and
IP phone model for more information.
screen (press Settings and then choose Network Configuration). See the
documentation specific to your version of Cisco Unified Communications Manager and
IP phone model for more information.
You can test a NIC to verify that it is suitable for desktop monitoring by following the
procedure, “Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring” (Document
ID 46301). This document is located on the Cisco website at:
procedure, “Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring” (Document
ID 46301). This document is located on the Cisco website at:
A sample packet capture file used in this procedure is located at: