Cisco Cisco Agent Desktop 8.0
Best Practices Deployments
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June 21, 2004
3.0 Best Practices Deployments
The following sections describe best practices deployment strategies for VoIP
monitoring, based on common network configurations.
monitoring, based on common network configurations.
3.1 Single Switch
In this network configuration (see Figure 1 on page 9), the CallManager, voice
gateway, VoIP Monitor service, and all IP phones are connected to a single
switch. There are a small number of agents. Data and voice are on separate
VLANs.
gateway, VoIP Monitor service, and all IP phones are connected to a single
switch. There are a small number of agents. Data and voice are on separate
VLANs.
See Appendix D on page 32 for an example of a simple configuration of this
network layout using a Catalyst 3524 switch.
network layout using a Catalyst 3524 switch.
Option 1: Agent-to-Agent Monitoring
Enable desktop monitoring on each agent’s desktop. You can use this configu-
ration if the agents to be monitored/recorded:
ration if the agents to be monitored/recorded:
•
Use CAD with an IP phone
•
Use CAD with Media Termination
Option 2: Agent-to-Agent Monitoring
SPAN is configured on the switch to monitor the voice VLANs. It is configured
to copy only ingress packets.
to copy only ingress packets.
CAVEAT
If your switch does not support VLAN monitoring (see
Section B.5 on page 26), use Option 3.
Option 3: Agent-to-Agent Monitoring
Set up SPAN to monitor each IP phone’s switch port, copying only ingress
packets.
packets.
Option 4: Caller-to-Agent Monitoring Only
Set up SPAN to monitor the voice gateway and CallManager ports, copying
both ingress and egress packets.
both ingress and egress packets.
If your switch does not support monitoring ports on other VLANs, then the
voice gateway, CallManager, and all IP phones must be on the same VLAN.
voice gateway, CallManager, and all IP phones must be on the same VLAN.