Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

that is being SPANned by their associated SPAN port monitor server. However, when that same agent is 
logging in as a mobile agent, there is no need to worry about which voice gateway or SPAN port monitor 
server will be used to gain access to the RTP streams.

The CAD SPAN port monitor server must run separate from the agent PG, and one NIC must be 
connected to the SPAN port of a Cisco Catalyst switch in order to capture the RTP streams. A second 
NIC interface on the SPAN port monitor server is also required to communicate with other Unified CCE 
components such as the CSD and the CAD recording server. There is no redundancy for SPAN port 
monitor servers.

The CAD SPAN port monitor server supports both G.711 and G.729 RTP streams, but it cannot support 
encrypted RTP streams.

CAD SPAN port monitoring of the ingress (or customer) voice gateway is not supported. CAD SPAN 
port monitoring of mobile agents using Cisco IP Phones is also not supported. For SPAN port monitoring 
to work, calls must pass through an egress (or agent) voice gateway, and the egress voice gateway must 
be a different voice gateway than the ingress voice gateway.

For more information on CAD supervisory silent monitoring and recording, see the chapter on 

.

CTI OS 7.1 supports mobile agents. At agent login, if the mobile agent mode is selected, the mobile 
agent login dialog box is presented to the agent. The mobile agent must provide the local CTI port 
extension as the instrument, select a call mode, and provide a dialable phone number. (See 

.)

The phone number supplied must route to a VoIP endpoint (voice gateway, IP phone, or intercluster 
trunk) in the same location as the CTI port pair used by the agent. Otherwise, call admission control will 
not work correctly.