Cisco Cisco Computer Telephony Integration OS 8.5 Installation Guide

If there are agents that can be both mobile and traditional IPCC, there will 
need to be at least two profiles for such agents. One profile, used when 
logging in as IPCC, will not contain any silent monitor service information. 
A second profile, used when logging in as a mobile agent, contains 
information used to connect to a silent monitor server. This enables the 
mobile agent to use the silent monitor service on their desktop computer or 
Ctirix client and provides that mobile agent with silent monitor functionality. 

If more than one agent gateway is present in the call center, and an agent can use 
either gateway to login, silent monitor services must be clustered to support silent 
monitor. A separate silent monitor server must be deployed for each gateway.  A 
SPAN port will need to be configured for each silent monitor server as described in 
the first bullet.  The silent monitor server installer must then be run to install and 
configure the two silent monitor servers as peers.  Once this is done, a connection 
profile will need to be setup to to instruct the agent desktops to connect to one of the 
peers.  (See Chapter 2 for information on the CTI OS Server installer program.) To 
do this, check the "Enter peer(s) information" checkbox and fill in the IP address 
of the other silent monitor service in the "Hostname/ip address" text box during 
silent monitor service installation (see Step 3 in the section 

Any Windows 2003 computer that has Windows Firewall Service enabled must 
create a new port with the following parameters:

Port Type: Silent Monitor Service Port 

Port Number: 42029

ICM Security Hardening can be run only on a Windows 2003 Server. To apply 
security hardening on a Silent Monitor Server, you must perform the following 
manual steps.