Cisco Cisco Agent Desktop 10.5 Technical References

Cisco

Contents

VoIP Monitoring Concepts 7

Capturing an IP Phone Call 12

Accessing Audio Streams 14

Identifying Audio Streams 16
Packet Capture Methods 17

Desktop Capture Method  18
Server Capture Method  19
Unified CM Capture Method (UCCE Live Monitoring Only)  21

Deployment Issues 23

Introduction 23

Deployment Issues 24

Desktop Capture Method Used for Remote Agents 24
Server Capture Method Used for Mobile Agents 25
Packet Capture Methods Used in Cisco Monitoring and Recording

Cisco Agent Desktop 27

NDIS-Compliant NICs 28
Agent Phones 28

Desktop Capture Method  29
Server Capture Method  29
Unified CM Capture Method  29

SPAN 29
RSPAN 31
VLANs 33
Port Traffic Direction  35
Media Mixing  39
Gateway SPAN Sniffing  41
Trunk Port Monitoring  42
MAC Address Changes Due to Layer 2 Routing Devices  42