Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
Server Monitoring
Server monitoring uses one or more Cisco Desktop VoIP Monitor Services to sniff the network running
over a Cisco Catalyst switch for voice streams. The Cisco Desktop VoIP Monitor Service looks for
particular streams to and from phones being monitored or recorded. It then sends the voice packets to
the supervisor desktop that is performing the monitoring or to a recording service for storage.
over a Cisco Catalyst switch for voice streams. The Cisco Desktop VoIP Monitor Service looks for
particular streams to and from phones being monitored or recorded. It then sends the voice packets to
the supervisor desktop that is performing the monitoring or to a recording service for storage.
The Cisco Desktop VoIP Monitor Service uses the Switched Port Analyzer (SPAN) or Remote SPAN
(RSPAN) monitoring feature of certain Cisco Catalyst switches to sniff the network. The switch uses the
monitoring feature to copy the network traffic from one or more sources to a destination port. Sources
can be ports and/or Virtual LANs (VLANs). RSPAN allows the source ports to reside on remote
switches. The Cisco VoIP Monitor Service connects to the switch via the destination port. This allows
the Cisco VoIP Monitor Service to see the voice traffic going to and coming from IP phones.
(RSPAN) monitoring feature of certain Cisco Catalyst switches to sniff the network. The switch uses the
monitoring feature to copy the network traffic from one or more sources to a destination port. Sources
can be ports and/or Virtual LANs (VLANs). RSPAN allows the source ports to reside on remote
switches. The Cisco VoIP Monitor Service connects to the switch via the destination port. This allows
the Cisco VoIP Monitor Service to see the voice traffic going to and coming from IP phones.
Mobile Agent Monitoring
Cisco Agent Desktop 7.1(2) introduced the ability to monitor and record mobile agents’ RTP sessions
by deploying a Cisco VoIP Monitor Service that can see traffic coming from Agent Voice Gateways (this
also uses the SPAN feature).
by deploying a Cisco VoIP Monitor Service that can see traffic coming from Agent Voice Gateways (this
also uses the SPAN feature).
For more information, see the Cisco Agent Desktop product documentation available on
.
Fault Tolerance for CAD-Based Monitoring and Recording
Desktop Monitoring
Desktop monitoring is fault tolerant by design. If an agent's desktop fails, only that agent will be
unavailable for monitoring and recording.
unavailable for monitoring and recording.
Server Monitoring and Mobile Agent Monitoring
Server monitoring and mobile agent monitoring are not fault tolerant. If a Cisco Desktop VoIP Monitor
Service fails, all agent phones and mobile agent voice gateways associated with that service will be
unavailable for monitoring and recording. No backup service can be specified. Monitoring and recording
will continue to be available for devices associated with other Cisco Desktop VoIP Monitor Services.
Service fails, all agent phones and mobile agent voice gateways associated with that service will be
unavailable for monitoring and recording. No backup service can be specified. Monitoring and recording
will continue to be available for devices associated with other Cisco Desktop VoIP Monitor Services.
Recording
Recording is fault tolerant. If a recording service fails in a high-availability deployment, the other
recording service will assume all recording responsibilities.
recording service will assume all recording responsibilities.
Recording Playback
Playback of recordings is not fault tolerant. Recordings are tied to the recording service that captured
the recording. If a recording service fails, all recordings associated with that service will be unavailable
until it is restored.
the recording. If a recording service fails, all recordings associated with that service will be unavailable
until it is restored.