Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 6 Cisco Unified Mobile Agent
Cisco Unified Mobile Agent Interfaces
CTI OS Silent Monitoring
CTI OS 7.1 and later releases provide a method for a supervisor to silently monitor a mobile agent using
the CTI OS agent desktop. CTI OS includes a silent monitoring service that runs on a separate server.
The silent monitoring service for mobile agents requires a NIC interface on the physical CTI OS Silent
Monitor server to be connected to a SPAN port on a Cisco Catalyst switch. The Catalyst switch can
SPAN a VLAN segment with multiple ingress or egress voice gateways, but not both.
the CTI OS agent desktop. CTI OS includes a silent monitoring service that runs on a separate server.
The silent monitoring service for mobile agents requires a NIC interface on the physical CTI OS Silent
Monitor server to be connected to a SPAN port on a Cisco Catalyst switch. The Catalyst switch can
SPAN a VLAN segment with multiple ingress or egress voice gateways, but not both.
Because the server NIC interface connected to the SPAN port cannot be used for communications with
supervisor desktops and other Unified CCE components, a NIC interface must be dedicated for
connection to the SPAN port. In duplex Unified CCE installations (which is a requirement for production
deployments), the second server NIC interface is used for the private WAN connection and thus is not
available for silent monitoring. Therefore, in duplex Unified CCE installations and as shown in
supervisor desktops and other Unified CCE components, a NIC interface must be dedicated for
connection to the SPAN port. In duplex Unified CCE installations (which is a requirement for production
deployments), the second server NIC interface is used for the private WAN connection and thus is not
available for silent monitoring. Therefore, in duplex Unified CCE installations and as shown in
, a separate server must be deployed with the silent monitor service running. One NIC
interface communicates with supervisor desktops, and the other NIC interface is used to connect to the
SPAN port on the Cisco Catalyst switch. A silent monitoring service can monitor multiple ingress or
egress voice gateways (but not both), and a CTI OS instance may have only two monitoring services.
However, a Unified CM cluster can support multiple PGs if more monitoring servers were needed.
SPAN port on the Cisco Catalyst switch. A silent monitoring service can monitor multiple ingress or
egress voice gateways (but not both), and a CTI OS instance may have only two monitoring services.
However, a Unified CM cluster can support multiple PGs if more monitoring servers were needed.
Mobile agents using IP phones can use desktop monitoring to obtain the RTP stream.
The CTI OS supervisor desktop supports silent monitoring of both G.711 and G.729 media streams. The
supervisor desktop is sent copies of whichever encoding format is used by the agent call. Note that there
are two unidirectional media streams from the monitoring server to the supervisor desktop, which
represent the bidirectional media streams of the agent call. The supervisor desktop blends those media
streams and plays the resulting blended media stream through the sound resources on the supervisor
workstation.
supervisor desktop is sent copies of whichever encoding format is used by the agent call. Note that there
are two unidirectional media streams from the monitoring server to the supervisor desktop, which
represent the bidirectional media streams of the agent call. The supervisor desktop blends those media
streams and plays the resulting blended media stream through the sound resources on the supervisor
workstation.
The CTI OS supervisor desktop enables a supervisor to silently monitor mobile CTI OS agents
connected to any voice gateway that is being SPANned by a CTI OS silent monitoring service on the
same CTI OS instance. The CTI OS supervisor desktop also allows a supervisor to silently monitor local
CTI OS agents by using desktop monitoring. For more details on desktop monitoring, see the chapter on
connected to any voice gateway that is being SPANned by a CTI OS silent monitoring service on the
same CTI OS instance. The CTI OS supervisor desktop also allows a supervisor to silently monitor local
CTI OS agents by using desktop monitoring. For more details on desktop monitoring, see the chapter on
Unlike CAD SPAN port monitoring, CTI OS SPAN port monitoring does not statically associate an
agent with a specific SPAN port monitoring service.
agent with a specific SPAN port monitoring service.
Customer Relationship Management (CRM) Integrations
Customer Relationship Management (CRM) applications can be integrated with Unified CCE via
CTI OS to allow an agent to log in via their CRM application, and they can be enhanced to allow an
agent to have a mobile agent checkbooks option and to supply a call mode and phone number. However,
those integrated CRM interfaces must be enhanced in order to support using mobile agents. It is likely
that a mobile agent could log in via the CTI OS agent desktop and then continue to use the integrated
CRM agent interface as usual for call control and any further agent state control. However, this
capability would have to be verified for each CRM integrated offering.
CTI OS to allow an agent to log in via their CRM application, and they can be enhanced to allow an
agent to have a mobile agent checkbooks option and to supply a call mode and phone number. However,
those integrated CRM interfaces must be enhanced in order to support using mobile agents. It is likely
that a mobile agent could log in via the CTI OS agent desktop and then continue to use the integrated
CRM agent interface as usual for call control and any further agent state control. However, this
capability would have to be verified for each CRM integrated offering.
For more details on agent desktop options, see the chapter on