Cisco Cisco Customer Response Solution Downloads Designanleitung
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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 2 Cisco Unified Contact Center Express Solution Architecture
Monitoring and Recording Components
If an agent call requires recording, then a copy of the RTP packet streams is sent to the Recording Server.
If desktop monitoring is being used by the agent being recorded, then CAD sends the RTP streams to the
Recording component. If SPAN port monitoring is being used by the agent being recorded, then the
Monitoring component (on the VLAN where the agent phone is connected) sends the RTP streams to the
Recording component. Agents can be silently monitored and recorded at the same time. When that
occurs, CAD or the Monitoring component are sending two copies of the RTP packet streams.
If desktop monitoring is being used by the agent being recorded, then CAD sends the RTP streams to the
Recording component. If SPAN port monitoring is being used by the agent being recorded, then the
Monitoring component (on the VLAN where the agent phone is connected) sends the RTP streams to the
Recording component. Agents can be silently monitored and recorded at the same time. When that
occurs, CAD or the Monitoring component are sending two copies of the RTP packet streams.
A normal G.7xx VoIP RTP call has two RTP streams (one representing what the agent is hearing and one
representing what the agent is saying). These two streams flow in opposite directions across the
network. When an agent call is being silent monitored or recorded, both of those RTP streams must be
sent. For example, if a supervisor is silent monitoring an agent, two G.7xx RTP streams will be sent
from either CAD (desktop monitoring) or the Monitoring component to the CSD. If an agent call is
being recorded, two G.7xx RTP streams are sent to the Recording component. If the agent is being silent
monitored and recorded, four RTP streams are being sent. This is in addition to the two bi-directional
RTP streams of the actual call.
representing what the agent is saying). These two streams flow in opposite directions across the
network. When an agent call is being silent monitored or recorded, both of those RTP streams must be
sent. For example, if a supervisor is silent monitoring an agent, two G.7xx RTP streams will be sent
from either CAD (desktop monitoring) or the Monitoring component to the CSD. If an agent call is
being recorded, two G.7xx RTP streams are sent to the Recording component. If the agent is being silent
monitored and recorded, four RTP streams are being sent. This is in addition to the two bi-directional
RTP streams of the actual call.
The monitoring and recording packet streams are true G.7xx RTP streams and should be tagged like any
other RTP stream to ensure these packets are delivered with appropriate priority and minimal latency.
Chapter 6 further discusses bandwidth requirements.
other RTP stream to ensure these packets are delivered with appropriate priority and minimal latency.
Chapter 6 further discusses bandwidth requirements.
An Unified CCX cluster can have up to five Monitoring components with one of them running on the
logical Recording component. The Recording component requires a co-resident Monitoring component
(but only one—regardless of whether the Recording component is simplex or redundant). Four
additional Monitoring components can be deployed if SPAN port monitoring at remote agent sites is
needed.
logical Recording component. The Recording component requires a co-resident Monitoring component
(but only one—regardless of whether the Recording component is simplex or redundant). Four
additional Monitoring components can be deployed if SPAN port monitoring at remote agent sites is
needed.
The agent call recordings are stored on the hard drive of the Recording component server with agent data
store locator records pointing to the actual recording files. If a redundant Recording component server
is deployed, they operate in a load balancing fashion, and recordings are only stored on the hard drive
of the Recording component server that actually received the RTP stream. The call recordings in Unified
CCX 4.1 are stored in a raw format that is only playable using the Cisco Supervisor Desktop (CSD)
Record Viewer. The CSD Record Viewer shows 7 days worth of call recording as well as those tagged
for 30-day extended archiving. The CSD Record Viewer also provides the supervisor the option to save
selected individual recordings into a .wav format in a specified folder.
store locator records pointing to the actual recording files. If a redundant Recording component server
is deployed, they operate in a load balancing fashion, and recordings are only stored on the hard drive
of the Recording component server that actually received the RTP stream. The call recordings in Unified
CCX 4.1 are stored in a raw format that is only playable using the Cisco Supervisor Desktop (CSD)
Record Viewer. The CSD Record Viewer shows 7 days worth of call recording as well as those tagged
for 30-day extended archiving. The CSD Record Viewer also provides the supervisor the option to save
selected individual recordings into a .wav format in a specified folder.
The recording capability of Unified CCX is not intended for usage as a permanent recording archival
solution. However, an export utility is also available to bulk export all recordings into a .wav format. The
export utility has no ability to specify selected recordings and will export all recordings on a Recording
component. System administrators could build their own customized command macros or process that
would perform regular (at least weekly) exporting of the recordings for permanent archival of agent call
recordings.
solution. However, an export utility is also available to bulk export all recordings into a .wav format. The
export utility has no ability to specify selected recordings and will export all recordings on a Recording
component. System administrators could build their own customized command macros or process that
would perform regular (at least weekly) exporting of the recordings for permanent archival of agent call
recordings.
With Unified CCX Enhanced, up to 32 simultaneous agent calls can be recorded. With Unified CCX
Premium, up to 80 simultaneous agent calls can be recorded. When a supervisor is playing back or saving
a recording using the CSD Record Viewer application, a recording resource is used and therefore counts
against the maximum simultaneous call recording capacity for the duration of that recording playback.
Maximum simultaneous call recording and playback capacity is dependent upon the deployment model
and server sizing. If more than 32 simultaneous recordings and playbacks are required, the Recording
component must be separated from the CRS Engine and Database components. A dedicated 7845-class
server for the Recording process is required for 80 simultaneous recordings and playbacks. The
Configuration & Ordering tool can assist you in determining an appropriately sized server for the amount
of recording required. See
Premium, up to 80 simultaneous agent calls can be recorded. When a supervisor is playing back or saving
a recording using the CSD Record Viewer application, a recording resource is used and therefore counts
against the maximum simultaneous call recording capacity for the duration of that recording playback.
Maximum simultaneous call recording and playback capacity is dependent upon the deployment model
and server sizing. If more than 32 simultaneous recordings and playbacks are required, the Recording
component must be separated from the CRS Engine and Database components. A dedicated 7845-class
server for the Recording process is required for 80 simultaneous recordings and playbacks. The
Configuration & Ordering tool can assist you in determining an appropriately sized server for the amount
of recording required. See
for the full capacity matrix.