Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
A P P E N D I X
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Voice Over IP Monitoring
Monitoring and recording of agent calls can be supported by two different methods in this release of
Cisco Unified CCX:
Cisco Unified CCX:
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Via the traditional VoIP monitor Service: captures packets directly from an IP network switch via
the switch's Switched Port Analyzer (SPAN) configuration. Design considerations for the traditional
SPAN-based VoIP monitor Service are provided at the end of this appendix (see
the switch's Switched Port Analyzer (SPAN) configuration. Design considerations for the traditional
SPAN-based VoIP monitor Service are provided at the end of this appendix (see
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Via the Cisco Agent Desktop, also known as Endpoint monitoring or the Desktop Monitoring
Service: The agent's IP phone repeats RTP packets to the agent's PC. When a supervisor wants to
monitor/record the agent, the supervisor application sends a message to the agent desktop to forward
the RTP packets to the supervisor, who can then monitor the agent/caller conversation via the sound
card on his or her PC. This method requires the agent to use the Cisco Agent Desktop (not the IP
Phone Agent) and a phone that supports desktop monitoring. For a list of phones that support
desktop monitoring, refer the Cisco Unified CCX Software and Hardware Compatibility Guide,
which is available at:
Service: The agent's IP phone repeats RTP packets to the agent's PC. When a supervisor wants to
monitor/record the agent, the supervisor application sends a message to the agent desktop to forward
the RTP packets to the supervisor, who can then monitor the agent/caller conversation via the sound
card on his or her PC. This method requires the agent to use the Cisco Agent Desktop (not the IP
Phone Agent) and a phone that supports desktop monitoring. For a list of phones that support
desktop monitoring, refer the Cisco Unified CCX Software and Hardware Compatibility Guide,
which is available at:
Design considerations for the new Desktop (Endpoint) Monitoring Service are provided in
Design Considerations for SPAN-Based Services
The traditional SPAN-based VoIP service allows the IP traffic from one or more ports to be copied and
sent to a single destination port.
sent to a single destination port.
Be aware of these factors when configuring traditional SPAN-based VoIP monitor services:
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If you are using a second network card in the VoIP monitor, make sure that the network card used
by the Cisco Unified CCX Engine has a higher binding order than the one used by VoIP monitor
services. Refer the Cisco CAD Installation Guide for detailed information about setting network
card binding order.
by the Cisco Unified CCX Engine has a higher binding order than the one used by VoIP monitor
services. Refer the Cisco CAD Installation Guide for detailed information about setting network
card binding order.
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The following switches do NOT support SPAN sessions: 1700, 2100, 2800, 2948G-L3, 4840G,
CE-500, CE-520.
CE-500, CE-520.
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Local SPANs (LSPANs) are SPANs where all the source ports and the destination port are
physically located on the same switch. Remote SPANs (RSPANs) can include source ports that are
physically located on another switch. The following switches do NOT support RSPAN (although
physically located on the same switch. Remote SPANs (RSPANs) can include source ports that are
physically located on another switch. The following switches do NOT support RSPAN (although