Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
IP Phones and Mobile Agent
The Mobile Agent feature does not require any specific type of phone. Even analog phones can be used
for this feature.
for this feature.
IP Phones and Citrix or MTS
Both the Cisco IP hardware phones and the Cisco IP Communicator are supported when using Citrix or
MTS with either CAD or the CTI Toolkit desktops. In these environments, the Cisco IP Communicator
must be installed on the Agent desktop PC and cannot be deployed on the Citrix or MTS server.
MTS with either CAD or the CTI Toolkit desktops. In these environments, the Cisco IP Communicator
must be installed on the Agent desktop PC and cannot be deployed on the Citrix or MTS server.
IP Phone Agent
The IP Phone XML service agent application supports only hardware IP phones because there is no
desktop.
desktop.
Miscellaneous Deployment Considerations
This section briefly describes the following additional deployment considerations:
Layer-3 Devices
Layer-3 network devices (routers and gateways) cannot exist between an agent's telephone device
(hardware or software phone) and the switch port used by the VoIP Monitor service that is configured to
capture voice packets for silent monitoring and recording. This restriction applies only if a VoIP Monitor
is configured as the primary or backup service for capturing voice streams. If desktop monitoring is
configured as the primary method (with no secondary method), this information does not apply.
(hardware or software phone) and the switch port used by the VoIP Monitor service that is configured to
capture voice packets for silent monitoring and recording. This restriction applies only if a VoIP Monitor
is configured as the primary or backup service for capturing voice streams. If desktop monitoring is
configured as the primary method (with no secondary method), this information does not apply.
Network Hubs
A network hub (including a "smart" hub) is not allowed between an agent's hardware phone and PC when
Desktop Monitoring is configured for the agent.
Desktop Monitoring is configured for the agent.
Multiple Daisy-Chained Hardware Phones
There may be only a single hardware phone connected in series between the agent's PC and the switch
when Desktop Monitoring is configured for the agent.
when Desktop Monitoring is configured for the agent.
NDIS Compliance of NICs
The network interface cards (NICs) used by the VoIP Monitor services and on the agent's PC (when
Desktop Monitoring is configured) must support promiscuous mode packet sniffing as stated. If the NIC
card or driver does not support this functionality through the NDIS interface, the monitoring and
recording feature will not work.
Desktop Monitoring is configured) must support promiscuous mode packet sniffing as stated. If the NIC
card or driver does not support this functionality through the NDIS interface, the monitoring and
recording feature will not work.
Encrypted Voice Streams
If the voice streams are encrypted using SRTP, silent the monitoring and recording feature will not work
correctly. Although the voice streams can still be captured, they will not be decoded correctly. The end
result is that the speech will be unintelligible.
correctly. Although the voice streams can still be captured, they will not be decoded correctly. The end
result is that the speech will be unintelligible.
High Availability and Failover Recovery
For detailed information about CAD and CTI Toolkit Desktop high availability, see the chapter on
.