Cisco Cisco Agent Desktop 8.5 Technische Referenzen
Best Practices Deployments
November 26, 2003
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3.3 Multi-Tiered Complex Network
In Figure 3, two redundant core switches are attached to two redundant distri-
bution switches. These switches are, in turn, connected to two stacks of layer 2
switches at the access layer. The switches in the stacks are connected to each
other through trunk ports.
bution switches. These switches are, in turn, connected to two stacks of layer 2
switches at the access layer. The switches in the stacks are connected to each
other through trunk ports.
This is a common configuration for Cisco networks. It is configured for redun-
dancy, load balancing, or both.
dancy, load balancing, or both.
With this configuration you have several choices on how to deploy the VoIP
Monitor services, depending on the abilities of the various switches and
whether the customer wishes to monitor only caller-to-agent calls or agent-to-
agent calls as well.
Monitor services, depending on the abilities of the various switches and
whether the customer wishes to monitor only caller-to-agent calls or agent-to-
agent calls as well.
Option 1: Agent-to-Agent Monitoring (Desktop 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 (1 VoIP Monitor Service, VLAN RSPAN)
You can use this configuration if:
•
There are 400 or fewer agents
•
Switches on stacks X and Y support RSPAN (see Section B.2 on page 24)
To implement this configuration:
•
Install a VoIP Monitor service on a PC that is directly connected to a switch
that supports RSPAN.
that supports RSPAN.
•
Configure an RSPAN destination port on that switch to monitor the agent
voice VLANs on all switches in stacks X and Y, copying only ingress pack-
ets. The RSPAN destination port is the port to which the VoIP Monitor ser-
vice is connected.
voice VLANs on all switches in stacks X and Y, copying only ingress pack-
ets. The RSPAN destination port is the port to which the VoIP Monitor ser-
vice is connected.
Option 3: Agent-to-Agent Monitoring (Multiple VoIP Monitor Services, VLAN
SPAN)
SPAN)
You can use this configuration if the switches on stacks X and Y support VLAN
SPAN.
SPAN.
On each switch in stacks X and Y:
•
Install a VoIP Monitor service on a PC that is directly connected to the
switch.
switch.