Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
12-28
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 12 Bandwidth Provisioning and QoS Considerations
Bandwidth Provisioning
Turn Off All Skill Group Statistics in CTI OS
If skill group statistics are not required, turn them all off. Doing so would remove the connections
between the CTI OS Server and the Agent or Supervisor Desktop and would eliminate all statistics
traffic.
between the CTI OS Server and the Agent or Supervisor Desktop and would eliminate all statistics
traffic.
Bandwidth Requirements for Cisco Agent Desktop
This section presents some design considerations for provisioning network bandwidth, providing
security and access to corporate data stores, and ensuring Quality of Service (QoS) for Unified CCE
installations that include the Cisco Agent Desktop (CAD) product.
security and access to corporate data stores, and ensuring Quality of Service (QoS) for Unified CCE
installations that include the Cisco Agent Desktop (CAD) product.
Silent Monitoring Bandwidth Usage
The silent monitoring feature of the CAD desktop software, which includes listening to a live call,
recording an agent call, and listening to a recorded call, has the largest bandwidth requirements for the
CAD product. Properly configuring this feature is especially important for Unified MAs who are
connected to the main site by a WAN connection.
recording an agent call, and listening to a recorded call, has the largest bandwidth requirements for the
CAD product. Properly configuring this feature is especially important for Unified MAs who are
connected to the main site by a WAN connection.
To access the silent monitoring feature, a request is sent to a VoIP provider. The VoIP provider captures
from the network, or reads from disk, the voice streams representing the call (two voice streams per call)
and sends them back to the requestor. The requestor receives the streams and either decodes them for
listening or stores them to disk. The bandwidth requirements detailed in this section are for the network
links between the requestor and provider.
from the network, or reads from disk, the voice streams representing the call (two voice streams per call)
and sends them back to the requestor. The requestor receives the streams and either decodes them for
listening or stores them to disk. 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:
•
Cisco Supervisor Desktop
•
Recording and Playback service
Cisco Supervisor Desktops will send silent monitor requests when the supervisor wishes to listen to an
agent's call in real-time or listen to a call that was recorded earlier. The Recording and Playback service
will send recording requests when a supervisor or agent wishes to record a call. For listening to or
recording a live call, the VoIP provider will capture the voice streams and send them to the requestor. On
the supervisor's desktop, these streams are decoded and played through the supervisor's desktop sound
card. For recording, the Recording and Playback service receives the voice streams and saves them to
disk.
agent's call in real-time or listen to a call that was recorded earlier. The Recording and Playback service
will send recording requests when a supervisor or agent wishes to record a call. For listening to or
recording a live call, the VoIP provider will capture the voice streams and send them to the requestor. On
the supervisor's desktop, these streams are decoded and played through the supervisor's desktop sound
card. For recording, the Recording and Playback service receives the voice streams and saves them to
disk.
A Unified CCE installation may have one or two Recording services.
Silent Monitoring Providers
There are three possible VoIP providers in the CAD software:
•
Cisco Agent Desktop
•
VoIP Monitor service
•
Recording & Playback service
The Cisco Agent Desktop application contains a module 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 phone or IP
Communicator software phone associated with the logged-in agent. The phone must be a Cisco Unified
IP Phone 7910, 7940, 7960, or 7970 connected in series with the agent desktop on the network. These
phones are supported because they contain an additional network port that allows the phone to be
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 phone or IP
Communicator software phone associated with the logged-in agent. The phone must be a Cisco Unified
IP Phone 7910, 7940, 7960, or 7970 connected in series with the agent desktop on the network. These
phones are supported because they contain an additional network port that allows the phone to be