Cisco Cisco Agent Desktop 9.0 Technische Referenzen
Deployment Issues
November 26, 2013
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The important point here is that the audio streams sent out by all the phones on the
conference call are directed to the Unified CM server port rather than directly to the
other phone. The streams that arrive at the IP phones now come from the Unified CM
port rather than from another phone directly. This is important if gateway SPAN
sniffing is being used.
conference call are directed to the Unified CM server port rather than directly to the
other phone. The streams that arrive at the IP phones now come from the Unified CM
port rather than from another phone directly. This is important if gateway SPAN
sniffing is being used.
Gateway SPAN Sniffing
Agent-to-agent calls are not captured.
If agent-to-agent calls will not be monitored or recorded, gateway SPAN sniffing can be
used.
used.
SPAN can be configured to include only the port used by the voice gateway and the
Unified CM (getting both ingress and egress packets). All calls between agents and
external callers will traverse the voice gateway port and can be captured by the VoIP
Monitor server.
Unified CM (getting both ingress and egress packets). All calls between agents and
external callers will traverse the voice gateway port and can be captured by the VoIP
Monitor server.
Agent-to-agent calls are not captured unless an agent is on a call with an external
caller and the agent conferences another agent into the call. When this occurs, the
Unified CM mixes the audio streams, and the streams are captured by the VoIP server.
The Unified CM port must be part of the SPAN source ports or the agent streams are
lost when the call is conferenced.
caller and the agent conferences another agent into the call. When this occurs, the
Unified CM mixes the audio streams, and the streams are captured by the VoIP server.
The Unified CM port must be part of the SPAN source ports or the agent streams are
lost when the call is conferenced.
Figure 21.
Gateway SPAN sniffing