Cisco Cisco Customer Response Solution Downloads Design Guide
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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 6 Bandwidth, Security, and QoS Considerations
Estimating Bandwidth Consumption
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Impact of delays inherent in the applications themselves. 8 seconds is the average Unified CCX
agent login time with no WAN delay. This includes the exchange of approximately 1,000 messages
between the agent application and various servers. The overall time to log in agents increases by
approximately 30 seconds for each 30 milliseconds of WAN delay.
agent login time with no WAN delay. This includes the exchange of approximately 1,000 messages
between the agent application and various servers. The overall time to log in agents increases by
approximately 30 seconds for each 30 milliseconds of WAN delay.
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Impact of routing protocols. For example, Enhanced Interior Gateway Routing Protocol (EIGRP)
uses quick convergence times and conservative use of bandwidth. EIGRP convergence also has a
negligible impact on call processing and Unified CCX agent logins.
uses quick convergence times and conservative use of bandwidth. EIGRP convergence also has a
negligible impact on call processing and Unified CCX agent logins.
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Method used for silently monitoring and recording agent calls. The method used dictates the
bandwidth load on a given network link.
bandwidth load on a given network link.
Silent Monitoring Bandwidth Usage
The silent monitoring feature of the CAD desktop software, which includes both listening to and
recording agent calls, has the largest bandwidth requirements for the CAD product. Properly configuring
this feature is especially important for remote agents who are connected to the main site by a WAN
connection.
recording agent calls, has the largest bandwidth requirements for the CAD product. Properly configuring
this feature is especially important for remote agents who are connected to the main site by a WAN
connection.
An agent's call can be listened to or recorded by the CAD software. To do this, a request is sent to a VoIP
provider. The VoIP provider, captures the voice streams representing the call (two voice streams per call)
and sends them back to the requestor. The bandwidth requirements detailed in this section are for the
network links between the requestor and provider.
provider. The VoIP provider, captures the voice streams representing the call (two voice streams per call)
and sends them back to the requestor. The bandwidth requirements detailed in this section are for the
network links between the requestor and provider.
Silent Monitoring Requestors
There are two possible requestors in the CAD software:
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Cisco Supervisor Desktop
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Recording service
Cisco Supervisor Desktops will send requests when the supervisor wishes to listen to an agent's call in
real-time. The VoIP provider will capture the voice streams and send them back to the supervisor's
desktop where they can be listened to over the desktop's speakers.
real-time. The VoIP provider will capture the voice streams and send them back to the supervisor's
desktop where they can be listened to over the desktop's speakers.
A Recording service will send requests when either a supervisor or agent wishes to record the call. The
VoIP provider will send the voice streams and the Recording service will save the streams to disk so they
can be listened to at a later time.
VoIP provider will send the voice streams and the Recording service will save the streams to disk so they
can be listened to at a later time.
An installation may have one or two Recording services. An off-board Recording service may be
installed at a remote office location, if all Agents and all Supervisors are at that remote location.
installed at a remote office location, if all Agents and all Supervisors are at that remote location.
Silent Monitoring Providers
There are also two possible VoIP providers in the CAD software:
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Cisco Agent Desktop
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VoIP Monitor service
The Cisco Agent Desktop application contains a service referred to as the Desktop Monitor service that
runs on the agent's desktop. It is responsible for processing silent monitoring requests only for the agent
logged into the CAD application on the desktop. It captures voice packets sent to the IP or soft phone
associated with the logged in agent. The IP phone must be connected in series with the agent desktop on
the network for this to work.
runs on the agent's desktop. It is responsible for processing silent monitoring requests only for the agent
logged into the CAD application on the desktop. It captures voice packets sent to the IP or soft phone
associated with the logged in agent. The IP phone must be connected in series with the agent desktop on
the network for this to work.