Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
4-22
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
Figure 4-9
Silent Monitoring for a Mobile Agent Using a PSTN Phone
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.
service is used by agents to forward their voice streams to supervisor silent monitoring services.
Supervisors running locally are deployed the same as IPCC supervisors. Supervisors running remotely
are also deployed the same as IPCC supervisors, but a Cisco 800 Series Router with hardware-based
VPN is required in order for the supervisor to receive agent voice streams.
are also deployed the same as IPCC supervisors, but a Cisco 800 Series Router with hardware-based
VPN is required in order for the supervisor to receive agent voice streams.
190162
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 Computer
Agent Desktop
Supervisor Desktop
Mobile Supervisor
Computer
Silent Monitor
Service
C++ CIL
C++ CIL
Supervisor Desktop
Mobile Supervisor
Computer
Silent Monitor
Service
C++ CIL
WAN