Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

RSM is supported in installations where the number of agents in the enterprise is less than 8,000 and the 
number of maximum concurrent number supervisors using the system is less than 80. In all supported 
RSM configurations, the VLEngine and PhoneSim components are installed on the same physical server.

For more information, refer to the RSM Requirements section of the Cisco Remote Silent Monitoring 
Installation and Administration Guide, available at 

 illustrates the types of interactions that occur when a supervisor dials into an RSM-enabled 

platform and monitors an agent.

 shows the following call flow steps:

Supervisor calls in, and the call is media-terminated on the VRU (Unified CVP or IP IVR). The VRU 
runs the RSM callflow script to handle the call. The call begins by the user being asked to 
authenticate himself or herself. The user then enters his or her credentials.

After the user enters his or her credentials, the VRU makes a login request to RSM over HTTP.

The VLEngine component in RSM interacts with the CTI OS server to validate the authentication 
credentials.

VLEngine replies back to the VRU node via HTTP with the authentication result.

If the supervisor is successfully authenticated, the script in the VRU will play the main menu 
prompt. From here, the supervisor will be allowed to monitor an agent.

The supervisor chooses to monitor a single agent from the main menu, and enters a Directory 
Number (DN) of an agent to be monitored.

RSM Server

271438

VLEngine

PhoneSim

12     10

11 

1
5
6

2
4
7
8

16

14

13

Supervisor

VRU

Node

Agent Phone

RTP

HTTP

HTTP

SIP

HTTP

AXL

(SOAP)

JTAPI

3

CTI

CTI OS

(PG)

SIP/SCCP

UCM

9

15