Cisco Cisco IPCC Web Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
Message Flow
illustrates the messaging that occurs between the desktops, CIT OS Server, and silent
monitoring services when a silent monitor session is initiated. Note that messaging between the desktops
and the CTI OS Server has not changed from CTI OS Release 7.0.
and the CTI OS Server has not changed from CTI OS Release 7.0.
Figure 4-11
Message Flow Between Desktops, CTI OS Server, and Silent Monitoring Service
Supervisor App
Agent App
CTIOS Server
StartSilentMonitorRequest
(agentID, supervisorSvcAddr)
OnSilentMonitorStart
RequestedEvent
(supervisorSvcAddr)
SilentMonitor Svc
SilentMonitorSvc
OnStartSilentMonitorConf()
StartSilentMonitor ()
OnRTPStartedEvent
(gatewayAddr, gatewayPort,
deviceID)
StartSilentMonitorConf
(supervisorSvcAddr)
Heartbeats
Connect()
Heartbeats
Heartbeats
OnAgentStateChange
(notReady)
OnSilentMonitorStatusReportEvent
(ok)
ReportSilentMonitor
StatusRequest
(ok)
SetAgentState(login)
Heartbeats
ForwardStream
(supervisorSvcAddr,
supervisorPort
)
SilentMonitorSvc
.
DetectStream
(gatewayAddr, gatewayPort)
DetectStreamFailed()
DetectStreamConf()
ForwardStreamConf()
AcceptSilentMonitor
(monitoringSvcAddr, monitoringSvcPort)
AcceptSilentMonitorConf()
OnRTPStartedEvent
(gatewayAddr, gatewayPort, deviceID)
StreamDetectedEvent()
Audio
Connect()
Connect()
SetAgentState(login)
OnAgentStateChange
(notReady)
StartSilentMonitor
Connect()
At this point the service tries to detect the
stream locally as well as forward requests
to its peers to detect the stream
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