Cisco Cisco Agent Desktop 8.0
VoIP Monitoring
June 21, 2004
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2.3.1
Monitoring Via VoIP Monitor Service
The VoIP Monitor service can support remote agents and supervisors only if
they are connected via a WAN with the necessary ports opened up in the
WAN’s firewall.
they are connected via a WAN with the necessary ports opened up in the
WAN’s firewall.
There can be no routers between the remote agent’s or supervisor’s IP or soft
phone and the VoIP Monitor service assigned to that device. Routers (including
VPN concentrators used for VPN connectivity) change the MAC address of
packets routed through them. If a voice stream packet’s MAC address is
changed, the VoIP monitoring service is unable to recognize the voice packets
for a particular device.
phone and the VoIP Monitor service assigned to that device. Routers (including
VPN concentrators used for VPN connectivity) change the MAC address of
packets routed through them. If a voice stream packet’s MAC address is
changed, the VoIP monitoring service is unable to recognize the voice packets
for a particular device.
Connection through a WAN can be as slow as 56 Kbps or as fast as 1.544
Mbps (T1 line). Even a T1 connection is much slower than the normal 100
Mbps connection of a PC connected to the network via a NIC card.
Mbps (T1 line). Even a T1 connection is much slower than the normal 100
Mbps connection of a PC connected to the network via a NIC card.
2.3.2
Monitoring Via Desktop Monitoring
Desktop monitoring fully supports remote agents using either WAN or VPN
connectivity. This is possible because the desktop monitoring service runs on
the agent’s PC. Once the traffic is captured by the desktop monitoring soft-
ware, it no longer cares about the MAC address. The captured packets are
sent to the object requesting the monitoring (the Recording and Statistics ser-
vice or a supervisor) with no regard to routing devices.
connectivity. This is possible because the desktop monitoring service runs on
the agent’s PC. Once the traffic is captured by the desktop monitoring soft-
ware, it no longer cares about the MAC address. The captured packets are
sent to the object requesting the monitoring (the Recording and Statistics ser-
vice or a supervisor) with no regard to routing devices.
CAVEAT
Voice streams require a certain amount of network bandwidth.
If several supervisors attempt to silently monitor or record a remote
agent, the quality of the received speech may be low due to the lack of
bandwidth between the agent and the supervisor.
agent, the quality of the received speech may be low due to the lack of
bandwidth between the agent and the supervisor.
Each monitoring request results in two voice streams (one for speech
going to the agent and one for speech coming from the agent). This is in
addition to the bandwidth of the actual phone call itself.
going to the agent and one for speech coming from the agent). This is in
addition to the bandwidth of the actual phone call itself.
If voice packets cannot be sent out due to network congestion, the
packets are dropped and will not be received by the supervisor request-
ing the monitoring.
packets are dropped and will not be received by the supervisor request-
ing the monitoring.
2.4 VoIP Monitoring Administration
By default, CAD is configured to use desktop monitoring after installation. How-
ever, if there are IP phone agents in the contact center, they must be config-
ured to be monitored using a VoIP Monitor service.
ever, if there are IP phone agents in the contact center, they must be config-
ured to be monitored using a VoIP Monitor service.
All properly installed and started VoIP Monitor services can be seen in Desktop
Administrator. From there they can be assigned to monitor specific devices.
Administrator. From there they can be assigned to monitor specific devices.