Cisco Cisco Agent Desktop 8.0 Anleitung Für Quick Setup
Configuring and Troubleshooting VoIP Monitoring
26
November 2013
When a call is to be delivered to the mobile agent, the system uses the assigned
CTI port to make a call to the agent’s configured phone. The call is then connected to
the caller. The audio data for this call flows through the mobile agent voice gateway. A
VoIP Monitor service can capture packets from the voice gateway port and use the
call’s IP address and port information to forward the audio to a supervisor for
monitoring, or to a recording service to be stored on disk.
CTI port to make a call to the agent’s configured phone. The call is then connected to
the caller. The audio data for this call flows through the mobile agent voice gateway. A
VoIP Monitor service can capture packets from the voice gateway port and use the
call’s IP address and port information to forward the audio to a supervisor for
monitoring, or to a recording service to be stored on disk.
Because the phone is not connected to the mobile agent's desktop, and the phone is
not controlled by the contact center's Unified CM, audio streams can not be captured
at the agent's desktop. Because the phone is not controlled by the Unified CM, the
Unified CM method cannot be used to monitor or record the call. Only the server
capture method is supported for mobile agents.
not controlled by the contact center's Unified CM, audio streams can not be captured
at the agent's desktop. Because the phone is not controlled by the Unified CM, the
Unified CM method cannot be used to monitor or record the call. Only the server
capture method is supported for mobile agents.
Packet Capture Methods Used in Cisco Monitoring
and Recording Software
and Recording Software
Issue: The type of agent application used can dictate which capture method must be
used.
used.
Cisco monitoring and recording software can be configured to support different
methods of capturing packets to support monitoring and recording. In some cases,
the configuration or client software will dictate the type of packet capturing that must
be used. This section summarizes the packet capture methods that can be used with
the various Cisco products. This information is based on the latest versions of each
product.
methods of capturing packets to support monitoring and recording. In some cases,
the configuration or client software will dictate the type of packet capturing that must
be used. This section summarizes the packet capture methods that can be used with
the various Cisco products. This information is based on the latest versions of each
product.
Cisco Agent Desktop
CAD comes in two versions: CAD for Unified Contact Center Enterprise (Unified CCE)
and CAD for Unified Contact Center Express (Unified CCX). The Unified CCX version is
targeted at small contact centers with fewer than 300 agents. The Unified CCE version
is targeted at large contact centers with more than 300 agents. The two versions are
virtually identical as far as their feature sets are concerned.
and CAD for Unified Contact Center Express (Unified CCX). The Unified CCX version is
targeted at small contact centers with fewer than 300 agents. The Unified CCE version
is targeted at large contact centers with more than 300 agents. The two versions are
virtually identical as far as their feature sets are concerned.
CAD supports live monitoring and on-demand call recording of agents. There are three
CAD agent applications that can be deployed.
CAD agent applications that can be deployed.
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Cisco Agent Desktop. Agent Desktop is a Windows-based application. It offers
the most features of all the agent applications. Agent Desktop supports
on-site agents, remote agents (using VPN), and mobile agents. It can also be
run in a thin-client (Citrix or Microsoft Terminal Services) environment. Agent
Desktop supports the live monitoring feature using the desktop capture,
server capture, or Unified CM capture methods. It supports on-demand
recording using the desktop capture or server capture methods.
the most features of all the agent applications. Agent Desktop supports
on-site agents, remote agents (using VPN), and mobile agents. It can also be
run in a thin-client (Citrix or Microsoft Terminal Services) environment. Agent
Desktop supports the live monitoring feature using the desktop capture,
server capture, or Unified CM capture methods. It supports on-demand
recording using the desktop capture or server capture methods.
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Cisco Agent Desktop—Browser Edition (CAD-BE). CAD-BE is a Java-based
version of Agent Desktop that runs in a web browser. It supports on-site
agents, remote agents (using VPN), and mobile agents. CAD-BE supports live
monitoring using the server capture and Unified CM capture methods, and
version of Agent Desktop that runs in a web browser. It supports on-site
agents, remote agents (using VPN), and mobile agents. CAD-BE supports live
monitoring using the server capture and Unified CM capture methods, and