Cisco Cisco Agent Desktop 8.0
VoIP Monitoring
June 21, 2004
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agent’s PC. If the agent with the call is configured to use a VoIP Monitor ser-
vice, the request is sent to that service.
vice, the request is sent to that service.
In either case, the appropriate voice packets are sent back to the requestor
(Cisco Supervisor Desktop for silent monitoring or the Recording & Statistics
service for recording) which then decodes the voice packets to an audible for-
mat.
(Cisco Supervisor Desktop for silent monitoring or the Recording & Statistics
service for recording) which then decodes the voice packets to an audible for-
mat.
For silent monitoring, the voice data is streamed to the supervisor’s PC sound
card to be played over speakers or through headphones. For recording, the
voice data is stored on disk.
card to be played over speakers or through headphones. For recording, the
voice data is stored on disk.
2.1 Desktop Monitoring
In most environments, desktop monitoring is the easiest way to provide VoIP
monitoring. With desktop monitoring, software on each agent’s desktop han-
dles the recording and monitoring requests for that agent.
monitoring. With desktop monitoring, software on each agent’s desktop han-
dles the recording and monitoring requests for that agent.
To use desktop monitoring, the CAD agent must have either of the following
setups:
setups:
•
a PC running CAD and a Cisco IP phone (models 7910, 7940 or 7960), or
•
a PC running CAD with Media Termination (the soft phone feature)
If the agent is using an IP phone, that IP phone is connected to the switch
through one network connection on the back of the phone and to the agent’s
PC through the other network connection on the back of the phone. The sec-
ond network connection allows network traffic to be passed from the IP phone
to the agent's PC, which enables the Desktop Monitor service to see voice traf-
fic going to and from the agent’s IP phone. This traffic can then be copied and
sent to the monitoring/recording requester.
through one network connection on the back of the phone and to the agent’s
PC through the other network connection on the back of the phone. The sec-
ond network connection allows network traffic to be passed from the IP phone
to the agent's PC, which enables the Desktop Monitor service to see voice traf-
fic going to and from the agent’s IP phone. This traffic can then be copied and
sent to the monitoring/recording requester.
A desktop-monitored agent’s PC must have a NIC card that fully supports
NDIS Promiscuous mode. This mode allows the desktop monitoring software to
see the voice packets on the network. A small number of NIC cards are not fully
NDIS-compliant, and will prevent desktop monitoring from working.
NDIS Promiscuous mode. This mode allows the desktop monitoring software to
see the voice packets on the network. A small number of NIC cards are not fully
NDIS-compliant, and will prevent desktop monitoring from working.
IPPA agents cannot use desktop monitoring. If VoIP monitoring is required for
these agents, they must be configured to use server monitoring.
these agents, they must be configured to use server monitoring.
2.2 Server Monitoring
A CAD installation always includes one or more VoIP Monitor services, even if
all agents are configured to use desktop monitoring. The installation requires a
VoIP Monitor service in order to provide connectivity to the Cisco CallManager
database for the desktop monitoring software.
all agents are configured to use desktop monitoring. The installation requires a
VoIP Monitor service in order to provide connectivity to the Cisco CallManager
database for the desktop monitoring software.