Cisco Cisco Customer Response Solution Downloads Design Guide
B-1
Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
A P P E N D I X
B
Voice Over IP Monitoring
Monitoring and recording of agent calls can be supported by two different methods in this release of
Unified CCX:
Unified CCX:
•
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
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 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 7940, 7960, or 7970 IP Phone. Design considerations for the new Desktop
(Endpoint) Monitoring Service are provided in
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 7940, 7960, or 7970 IP Phone. Design considerations for the new Desktop
(Endpoint) Monitoring Service are provided in
Design Considerations for SPAN-Based Services
Traditional SPAN-based VoIP services allows the IP traffic from one or more ports to be copied and sent
to a single destination port.
to a single destination port.
Be aware if these factors when configuring traditional SPAN-based VoIP monitor services:
•
The following switches do NOT support SPAN sessions: 1700, 2100, 2800, 2948G-L3, 4840G
•
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 they may be
an intermediate switch in an RSPAN configuration): 1200, 1900, 2550, 2820, 2900, 2900XL,
2926GS, 2926F, 2926GL, 2926T, 2948G, 2950, 2980G, 3000, 3100, 3200, 3500XL, 3524-PWR XL,
3508GL XL, 5000, 5002, 5500, 5505, 5509
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 they may be
an intermediate switch in an RSPAN configuration): 1200, 1900, 2550, 2820, 2900, 2900XL,
2926GS, 2926F, 2926GL, 2926T, 2948G, 2950, 2980G, 3000, 3100, 3200, 3500XL, 3524-PWR XL,
3508GL XL, 5000, 5002, 5500, 5505, 5509
•
Some switches do not allow the destination port of a SPAN configuration to act as a normal network
connection. The only traffic that can flow through this port is the traffic copied from the SPAN
source ports; this requires the computer running the VoIP monitor service to have two network
connections (NICs) to function properly. The following switches do NOT support normal network
traffic on SPAN destination ports: 2950, 3000, 3100, 3200, 3550
connection. The only traffic that can flow through this port is the traffic copied from the SPAN
source ports; this requires the computer running the VoIP monitor service to have two network
connections (NICs) to function properly. The following switches do NOT support normal network
traffic on SPAN destination ports: 2950, 3000, 3100, 3200, 3550