Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
4-25
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
Connection Profiles
In mobile agent deployments, agent desktops learn where and how to connect to their silent monitoring
server using a CTI OS connection profile. When an agent logs in, the agent desktop uses the following
algorithm to determine where the silent monitoring service is located:
server using a CTI OS connection profile. When an agent logs in, the agent desktop uses the following
algorithm to determine where the silent monitoring service is located:
1.
If a silent monitoring service is present in the connection profile, attempt to connect to it.
2.
If no silent monitoring service is present, determine if the desktop is running under Citrix.
3.
If the desktop is running under Citrix, connect to the silent monitoring service running at the Citrix
client's IP address.
client's IP address.
4.
If the desktop is not running under Citrix, connect to the silent monitoring service running at
localhost.
localhost.
Supervisor desktops use the following algorithm to find their silent monitoring service:
1.
If the desktop is running under Citrix, connect to the silent monitoring service running at the Citrix
client's IP address.
client's IP address.
2.
If the desktop is not running under Citrix, connect to the silent monitoring service running at
localhost.
localhost.
If the IPCCSilentMonitorEnabled key is set to 0 in the connection profile, no attempt is made to connect
to a silent monitoring service.
to a silent monitoring service.
Cisco Remote Silent Monitoring
This section covers Cisco Remote Silent Monitoring. Remote Silent Monitoring (RSM) is a new feature
available for Cisco Unified Contact Center Enterprise Release 7.2 and later that allows for the real-time
monitoring of agents as a dial-in service.
available for Cisco Unified Contact Center Enterprise Release 7.2 and later that allows for the real-time
monitoring of agents as a dial-in service.
The RSM solution consists of three components:
•
VLEngine
•
PhoneSim
•
Callflow Script(s) for Unified CVP and IP IVR
For a further description of these components, refer to the Cisco Remote Silent Monitoring Installation
and Administration Guide, available at
and Administration Guide, available at
Hardware Considerations
The RSM solution is highly integrated part of a Cisco Unified Contact Center Enterprise environment.
Because of this, the functioning of RSM requires resources from various other components of the
platform as a whole. To properly integrate RSM, then, requires an understanding of its interactions with
the rest of the environment so that capacity can be properly planned, provisioned, and managed.
Because of this, the functioning of RSM requires resources from various other components of the
platform as a whole. To properly integrate RSM, then, requires an understanding of its interactions with
the rest of the environment so that capacity can be properly planned, provisioned, and managed.