Cisco Cisco Agent Desktop 8.0 Installationsanleitung
System Requirements
November 2006
23
Recording Functionality Overview
For agent call recording, the Recording & Playback service receives voice streams
from either Desktop Monitoring or a VoIP Monitor service, depending on how the
system has been configured.
from either Desktop Monitoring or a VoIP Monitor service, depending on how the
system has been configured.
There can be up to two Recording & Playback services installed for fault tolerance. All
Recording & Playback services are active (as opposed to active/standby).
Recording & Playback services are active (as opposed to active/standby).
For each recording, a Recording & Playback service is chosen in round-robin fashion.
The recordings are stored locally on the server that hosts the Recording & Playback
service that handled the recording request.
The recordings are stored locally on the server that hosts the Recording & Playback
service that handled the recording request.
Mobile Agent Monitoring and Recording
Requirements
Requirements
The caller and agent voice gateways must be separate. In addition, the VoIP Monitor
server must be located in the network where it can see the traffic flowing between the
agents and customers. If the customer and agent are speaking to each other over the
same voice gateway, then that voice stream will remain local to the gateway and not
be exposed to the VoIP Monitor Service. SPAN will not send those packets to the
VoIP Monitor Service, and the conversation will not be heard. For this reason,
monitoring and recording of Agent-to-Agent calls is not supported.
server must be located in the network where it can see the traffic flowing between the
agents and customers. If the customer and agent are speaking to each other over the
same voice gateway, then that voice stream will remain local to the gateway and not
be exposed to the VoIP Monitor Service. SPAN will not send those packets to the
VoIP Monitor Service, and the conversation will not be heard. For this reason,
monitoring and recording of Agent-to-Agent calls is not supported.
Cisco Catalyst switches use SPAN (Switched Port ANalyzer) to monitor ports. VoIP
Monitor Services must be connected to Cisco Catalyst switches that can sniff the
agent voice gateways.
Monitor Services must be connected to Cisco Catalyst switches that can sniff the
agent voice gateways.
To set up mobile agent monitoring, you must configure mappings between the agent
voice gateways and VoIP Monitor Services using Cisco Desktop Administrator. For
instructions, see Mobile Agent Monitoring in Cisco Desktop Administrator User
Guide.
voice gateways and VoIP Monitor Services using Cisco Desktop Administrator. For
instructions, see Mobile Agent Monitoring in Cisco Desktop Administrator User
Guide.
The VoIP Monitor Service identifies voice packets using the IP Address of the Agent
Voice Gateways. The layer-2 MAC address rewrite issues associated with
SPAN-based monitoring/recording of non-mobile agents does not apply.
Voice Gateways. The layer-2 MAC address rewrite issues associated with
SPAN-based monitoring/recording of non-mobile agents does not apply.
Setting Up Agents in ICM
Setting Up Supervisors and Teams
For CAD 7.1 applications to work properly, your agents must be organized into teams
and some must be designated as supervisors. This is accomplished in ICM. See your
ICM documentation for information on how to do this.
and some must be designated as supervisors. This is accomplished in ICM. See your
ICM documentation for information on how to do this.