Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Configuring Desktop and Server Monitoring and Recording
November 19, 2013
163
Enabling Mobile Agent Monitoring
Mobile agents can connect to the system through any one of a number of agent
gateways. The Mobile Agent Monitor page (
gateways. The Mobile Agent Monitor page (
) enables you to assign one Cisco
VoIP Monitor Service to each agent gateway. Only one Cisco VoIP Monitor Service per
agent gateway is supported. One Cisco VoIP Monitor Service can be assigned to
multiple agent gateways as well as to regular agent phones.
agent gateway is supported. One Cisco VoIP Monitor Service can be assigned to
multiple agent gateways as well as to regular agent phones.
For mobile agent monitoring to work, the caller and agent voice gateways must be
separate. In addition, the VoIP Monitor server must be located in the network where it
can see the traffic flowing between the agents and customers. If the customer and
agent are speaking to each other over the same voice gateway, then that voice stream
will remain local to the gateway and not be exposed to the Cisco VoIP Monitor Service.
SPAN will not send those packets to the Cisco VoIP Monitor Service, and the
conversation will not be heard. For this reason, monitoring and recording of
Agent-to-Agent calls is not supported.
separate. In addition, the VoIP Monitor server must be located in the network where it
can see the traffic flowing between the agents and customers. If the customer and
agent are speaking to each other over the same voice gateway, then that voice stream
will remain local to the gateway and not be exposed to the Cisco VoIP Monitor Service.
SPAN will not send those packets to the Cisco VoIP Monitor Service, and the
conversation will not be heard. For this reason, monitoring and recording of
Agent-to-Agent calls is not supported.
One additional limitation of mobile agent monitoring is that if a mobile agent logs in
while on a call or is on a call during a CAD services or CRI server failover, the agent
cannot be monitored until the call state changes or the agent makes a new call.
while on a call or is on a call during a CAD services or CRI server failover, the agent
cannot be monitored until the call state changes or the agent makes a new call.
To enable mobile agent monitoring:
1. Choose Services Configuration > Multiline, Monitoring & Recording > Mobile
Agent. The Mobile Agent page appears.
2. Click Add New. A new row appears at the top of the list of existing mobile
agents.
3. Enter the agent gateway IP address to be monitored in the Agent Gateway IP
Address field, and then select the Cisco VoIP Monitor Service that will monitor
the agent gateway from the Monitor Service drop-down list.
the agent gateway from the Monitor Service drop-down list.
4. Repeat steps 2 and 3 to add another mobile agent, if desired.
Figure 80.
Mobile Agent page