Cisco Cisco IP Contact Center Release 4.6.1 Leaflet

The messaging through Unified CCE and Unified CM impacts Unified CCE performance. For further 
details regarding the impact of Unified CM silent monitoring on Unified CCE sizing, see the chapter on 

Unified CM silent monitoring is supported only for agents who are connected to Unified CCE on the 
LAN; it does not support mobile agents and remote agents (agents connected to Unified CCE across a 
WAN).

This section describes how CTI OS accomplishes silent monitoring when the CTI OS Server is 
configured to use the CTI OS silent monitor.

The silent monitoring solution provided by CTI Toolkit in Release 7.0 and earlier was integrated in the 
CIL. The CIL had components to capture and forward voice packets as well as components to play back 
a stream of forwarded voice packets to the supervisor's sound card. This feature limited silent monitoring 
support to IPCC agent desktops deployed behind a Cisco IP Phone and IPCC supervisor desktops 
deployed on the supervisor's desktop.

In Release 7.1 of CTI OS, two new deployment types were introduced: Citrix and Mobile Agent. In these 
two deployments, the CIL is not deployed where it has access to the voice stream. In Citrix, the CIL is 
located on the Citrix Server. Agents and supervisors use a Citrix client to run the desktop. When this is 
done, the desktop runs on the Citrix server. The Citrix client merely displays the UI of the desktop. 
Because it is the agent's Citrix client that is deployed behind the IP phone, the CIL no longer has access 
to the voice path. Similarly, it is the supervisor's Citrix client that has the sound card. In this case, the 
CIL is running on the Citrix server and does not have access to the sound card.

In Mobile Agent deployments, the CIL is deployed on an agent's remote PC. When the agent uses an 
analog phone, the CIL does not have access to the voice stream.

To support these two deployment models, it was necessary to break the silent monitor components out 
of the CIL and put them on a separate service. This allows the service to be deployed where it has access 
to the agent's voice stream or the supervisor's sound card.

The following figures show where the silent monitoring service should be deployed for each deployment 
model. The red line in each diagram illustrates the path of the monitored voice stream.

 and 

 illustrate deployments where the agent uses an IP phone. In these 

deployments, silent monitoring is configured the same way regardless of whether the agent is mobile or 
not.