Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
4-25
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
Connection Profiles
In mobile agent deployments, agent desktops learn where and how to connect to their silent monitoring
server using a CTI OS connection profile. When an agent logs in, the agent desktop uses the following
algorithm to determine where the silent monitoring service is located:
server using a CTI OS connection profile. When an agent logs in, the agent desktop uses the following
algorithm to determine where the silent monitoring service is located:
1.
If a silent monitoring service is present in the connection profile, attempt to connect to it.
2.
If no silent monitoring service is present, determine if the desktop is running under Citrix.
3.
If the desktop is running under Citrix, connect to the silent monitoring service running at the Citrix
client's IP address.
client's IP address.
4.
If the desktop is not running under Citrix, connect to the silent monitoring service running at
localhost.
localhost.
Supervisor desktops use the following algorithm to find their silent monitoring service:
1.
If the desktop is running under Citrix, connect to the silent monitoring service running at the Citrix
client's IP address.
client's IP address.
2.
If the desktop is not running under Citrix, connect to the silent monitoring service running at
localhost.
localhost.
If the IPCCSilentMonitorEnabled key is set to 0 in the connection profile, no attempt is made to connect
to a silent monitoring service.
to a silent monitoring service.
CAD Silent Monitoring and Recording
The section describes Cisco Agent Desktop (CAD) silent monitoring.
CAD-Based Monitoring
CAD-based monitoring consists of three types of monitoring:
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•
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Desktop Monitoring
Desktop monitoring uses software running on the agent's desktop (Cisco Agent Desktop) to sniff the
network traffic going to and from the agent's phone (hardware phone or software phone) for RTP
packets. The monitoring software then sends the RTP packets to the appropriate software over the
network for decoding. Desktop monitoring relies on the ability for certain Cisco IP Phones to be
daisy-chained with the agent's PC via a network connection and for the phone to send all its network
traffic along this connection to the software running on the PC. In this case, the packet sniffing software
is able to see the voice traffic coming to and leaving from the agent's phone. It will copy this traffic and
send it to the supervisor monitoring the agent or to a recording service for the call to be stored and to be
listened to at some later time. Desktop monitoring is not a true service, at least from the perspective of
the Service Control Manager. It is a Dynamic-Link Library (DLL), an executable module that is part of
Cisco Agent Desktop.
network traffic going to and from the agent's phone (hardware phone or software phone) for RTP
packets. The monitoring software then sends the RTP packets to the appropriate software over the
network for decoding. Desktop monitoring relies on the ability for certain Cisco IP Phones to be
daisy-chained with the agent's PC via a network connection and for the phone to send all its network
traffic along this connection to the software running on the PC. In this case, the packet sniffing software
is able to see the voice traffic coming to and leaving from the agent's phone. It will copy this traffic and
send it to the supervisor monitoring the agent or to a recording service for the call to be stored and to be
listened to at some later time. Desktop monitoring is not a true service, at least from the perspective of
the Service Control Manager. It is a Dynamic-Link Library (DLL), an executable module that is part of
Cisco Agent Desktop.