Cisco Cisco IPCC Web Option Design Guide
4-23
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
Figure 4-10
Silent Monitoring for a Mobile Agent Using a PSTN Phone with Citrix or Microsoft Terminal Services
In the deployment model in
, one silent monitoring service is deployed on a switch's SPAN
port in order to gain access to voice traffic passing through the agent gateway. This silent monitoring
service is used by agents to forward their voice streams to supervisor silent monitoring services. Mobile
agents need to run only their Citrix clients. Agent desktops running on the Citrix server will connect to
the silent monitoring server.
service is used by agents to forward their voice streams to supervisor silent monitoring services. Mobile
agents need to run only their Citrix clients. Agent desktops running on the Citrix server will connect to
the silent monitoring server.
Supervisors running locally are deployed the same as Citrix IPCC supervisors. Supervisors running
remotely are also deployed the same as Citrix IPCC supervisors, but a Cisco 800 Series Router with
hardware-based VPN is required in order for the supervisor to receive agent voice streams.
remotely are also deployed the same as Citrix IPCC supervisors, but a Cisco 800 Series Router with
hardware-based VPN is required in order for the supervisor to receive agent voice streams.
In the two mobile agent deployments above (
and
), calls whose voice traffic does
not leave the agent gateway cannot be silently monitored. This includes agent-to-agent calls as well as
agent consultations with other agents. The only calls that can be reliably monitored in this case are calls
between agents and customers. This is because the mobile agent solution requires separate gateways for
callers and agents to ensure that voice traffic is put on the network.
agent consultations with other agents. The only calls that can be reliably monitored in this case are calls
between agents and customers. This is because the mobile agent solution requires separate gateways for
callers and agents to ensure that voice traffic is put on the network.
Clusters
If a mobile agent's login can be handled by one of two gateways, it is possible to cluster two silent
monitoring servers together to provide silent monitoring functionality regardless of the gateway that
handles the call. When a request to silent-monitor the agent is received, the silent monitoring server that
receives the request from the agent desktop will forward the request to its peer, and then both silent
monitoring servers will attempt to detect the stream. Once the agent's voice stream is detected, it is
forwarded to the supervisor's silent monitoring service by the silent monitoring server that detected the
stream.
monitoring servers together to provide silent monitoring functionality regardless of the gateway that
handles the call. When a request to silent-monitor the agent is received, the silent monitoring server that
receives the request from the agent desktop will forward the request to its peer, and then both silent
monitoring servers will attempt to detect the stream. Once the agent's voice stream is detected, it is
forwarded to the supervisor's silent monitoring service by the silent monitoring server that detected the
stream.
For more information regarding deployment and configuration of the silent monitoring service, refer to
the CTI OS System Manager's Guide for Release 7.1, available on
the CTI OS System Manager's Guide for Release 7.1, available on
.
190163
Peripheral Gateway
CTI OS Server
Caller Voice
Gateway
Silent Monitor
Server
Agent Phone
Agent Voice
Gateway
800 Series
Router with
HW based VPN
PSTN
Mobile Agent Citrix
Client
Mobile Supervisor
Citrix Client
Silent Monitor
Service
Citrix Presentation Server
Mobile Supervisor
Citrix Client
Agent
Desktop
Supervisor
Desktop
Silent Monitor
Service
C++ CIL
C++ CIL
WAN