Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
Transport or Session Level Security
Because RSM maintains multiple connections to a number of components in the larger Cisco Contact
Center environment, there is no simple answer to whether transport or session level security is supported
or not. The follow notes describe RSM's support for this feature by protocol type:
Center environment, there is no simple answer to whether transport or session level security is supported
or not. The follow notes describe RSM's support for this feature by protocol type:
RSM to VRU (HTTP): Currently there is no support for encryption of the HTTP-based data exchange
between RSM and the VRU node. Such support will be added in later versions for the VLEngine
component only. This will allow all but one of RSM's HTTP-based API calls to be made over a HTTPS
channel. The monitorAgent.jsp API request and the monitored agent voice data that is sent back as a
response is implemented by the PhoneSim component, and HTTPS support is not planned for PhoneSim
due to performance concerns. (The monitorAgent.jsp API call is documented in the API reference
section.)
between RSM and the VRU node. Such support will be added in later versions for the VLEngine
component only. This will allow all but one of RSM's HTTP-based API calls to be made over a HTTPS
channel. The monitorAgent.jsp API request and the monitored agent voice data that is sent back as a
response is implemented by the PhoneSim component, and HTTPS support is not planned for PhoneSim
due to performance concerns. (The monitorAgent.jsp API call is documented in the API reference
section.)
RSM to PG/CTI OS Server (CTI): Because RSM makes use of the Java CIL, all CTI OS servers used
by it must be set up with security disabled. CTI OS traffic may be encrypted via the use of IPSec
transport mode encryption. For more information, refer to the Security Settings chapter of the Remote
Silent Monitoring Configuration and Administration Guide, available at
by it must be set up with security disabled. CTI OS traffic may be encrypted via the use of IPSec
transport mode encryption. For more information, refer to the Security Settings chapter of the Remote
Silent Monitoring Configuration and Administration Guide, available at
RSM to UCM (JTAPI): Like CTI OS traffic, JTAPI traffic may be encrypted via the use of IPSec
transport mode encryption. For more information, refer to the Security Settings chapter of the Remote
Silent Monitoring Configuration and Administration Guide, available at
transport mode encryption. For more information, refer to the Security Settings chapter of the Remote
Silent Monitoring Configuration and Administration Guide, available at
RSM to UCM (AXL/SOAP): HTTPS is used for the connection to Unified CM's AXL service in all
cases.
cases.
RSM to Agent Phone (RTP): The Unified CM 6.x and 7.0 call monitoring implementation does not
currently include support for monitoring encrypted voice streams. Once it does, RSM will support it by
default.
currently include support for monitoring encrypted voice streams. Once it does, RSM will support it by
default.
Support for Mobile Agent, IP Communicator, and Other Endpoints
Currently, the underlying Unified CM 6.x and 7.0 monitoring functionality does not provide monitoring
support for endpoints using any one of the following:
support for endpoints using any one of the following:
•
Cisco Mobile Agent
•
Cisco IP Communicator
•
Second generation or older phones, such as the Cisco Unified IP Phone 7940 or 7960
•
A media-terminated CTI OS Agent Desktop
•
Monitoring of encrypted phone calls
Therefore, support for these products is also not available through RSM. For further information on this
restriction, see
restriction, see
Cisco Agent Desktop Presence Integration
Cisco Agent Desktop (CAD) agents and supervisors have long been able to communicate with each other
via the chat services built into the desktop applications. Now, for customers who have deployed Cisco
Unified Presence in their environments, agents and supervisors can use these same desktop applications
to see the presence status of subject matter experts (SMEs) as well as other critical members of the
enterprise and to initiate chat sessions with them. The subject matter experts use the familiar Cisco
Unified Personal Communicator or IP Phone Messenger (IPPM) to initiate chat sessions with agents who
via the chat services built into the desktop applications. Now, for customers who have deployed Cisco
Unified Presence in their environments, agents and supervisors can use these same desktop applications
to see the presence status of subject matter experts (SMEs) as well as other critical members of the
enterprise and to initiate chat sessions with them. The subject matter experts use the familiar Cisco
Unified Personal Communicator or IP Phone Messenger (IPPM) to initiate chat sessions with agents who