Cisco Cisco Agent Desktop 8.0 Anleitung Für Quick Setup
Configuring and Troubleshooting VoIP Monitoring
50
November 2013
The preferred capture method is desktop capture because it is the easiest to
configure and deploy. Since they don't have any mobile agents and their agents have
PCs daisy-chained with their IP phones, we should be able to use desktop monitoring
for all the agents.
configure and deploy. Since they don't have any mobile agents and their agents have
PCs daisy-chained with their IP phones, we should be able to use desktop monitoring
for all the agents.
An alternate approach is to use Recording Solution network recording (if ABC
Company purchases Recording Solution as well as CAD). Configuration is more
complex on the Unified CM, but it works well, and is a better choice if there are any
issues with NICs on agent desktops not working correctly in promiscuous mode.
Company purchases Recording Solution as well as CAD). Configuration is more
complex on the Unified CM, but it works well, and is a better choice if there are any
issues with NICs on agent desktops not working correctly in promiscuous mode.
In order to support the desktop capture method, we need to verify that the hardware
supports the method.
supports the method.
Since the IP phones and PCs are already daisy-chained, we know that the IP phones
have a second network port and can be configured in the Unified CM to send their
voice traffic down to the agent's PC for capture.
have a second network port and can be configured in the Unified CM to send their
voice traffic down to the agent's PC for capture.
The only other requirement we need to check is whether the NICs on the agents’ PCs
support promiscuous mode packet capturing. If the NIC is a known supported card
then we are finished. If the NIC is unknown to support promiscuous mode, we can run
tools to verify whether the NIC can capture in promiscuous mode. Assuming we find
that the NICs do support promiscuous mode packet capturing, we can deploy the
software using the desktop capture method for all agents.
support promiscuous mode packet capturing. If the NIC is a known supported card
then we are finished. If the NIC is unknown to support promiscuous mode, we can run
tools to verify whether the NIC can capture in promiscuous mode. Assuming we find
that the NICs do support promiscuous mode packet capturing, we can deploy the
software using the desktop capture method for all agents.
If we find that the agent phones do not support Unified CM monitoring and recording,
and the NICs do not support promiscuous mode packet capture, we have two choices:
and the NICs do not support promiscuous mode packet capture, we have two choices:
Figure 24.
ABC Company network diagram