Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
4-27
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
Load Balancing for CAD-Based Monitoring and Recording
Desktop Monitoring
Desktop monitoring is load balanced by design. Monitoring load is distributed between the agent
desktops.
desktops.
Server Monitoring and Mobile Agent Monitoring
Load balancing can be achieved when configuring SPAN ports for and associating devices with the Cisco
Desktop VoIP Monitor Services. To achieve load balancing, have each VoIP Monitor Service monitor an
equal number of agent phones.
Desktop VoIP Monitor Services. To achieve load balancing, have each VoIP Monitor Service monitor an
equal number of agent phones.
Recording
Recording services are selected in round-robin fashion at runtime by the desktops. However, no attempt
is made to ensure that the load is balanced between the recording services.
is made to ensure that the load is balanced between the recording services.
Cisco Remote Silent Monitoring
This section covers Cisco Remote Silent Monitoring. Remote Silent Monitoring (RSM) is a new feature
available for Cisco Unified Contact Center Enterprise Release 7.2 and later that allows for the real-time
monitoring of agents as a dial-in service.
available for Cisco Unified Contact Center Enterprise Release 7.2 and later that allows for the real-time
monitoring of agents as a dial-in service.
The RSM solution consists of three components:
•
VLEngine
•
PhoneSim
•
Callflow Script(s) for Unified CVP and IP IVR
For a further description of these components, refer to the Cisco Remote Silent Monitoring Installation
and Administration Guide, available at
and Administration Guide, available at
Hardware Considerations
The RSM solution is highly integrated part of a Cisco Unified Contact Center Enterprise environment.
Because of this, the functioning of RSM requires resources from various other components of the
platform as a whole. To properly integrate RSM, then, requires an understanding of its interactions with
the rest of the environment so that capacity can be properly planned, provisioned, and managed.
Because of this, the functioning of RSM requires resources from various other components of the
platform as a whole. To properly integrate RSM, then, requires an understanding of its interactions with
the rest of the environment so that capacity can be properly planned, provisioned, and managed.
Platform Considerations
In particular, RSM interacts mainly with the following components in the environment:
Unified CM Cluster
The RSM server has two tie-ins with each Unified CM cluster in the environment that it is configured
to use:
to use:
Simulated Phones: RSM's PhoneSim component requires that a Cisco Unified IP Phone 7941 device
entry be created on the Unified CM cluster for each of the simulated phones (or "simphones") it is
configured to manage. For instance, a RSM system that is configured to handle up to 100 dialed-in
supervisors monitoring agents on a particular Unified CM cluster will need to have at least of these 100
entry be created on the Unified CM cluster for each of the simulated phones (or "simphones") it is
configured to manage. For instance, a RSM system that is configured to handle up to 100 dialed-in
supervisors monitoring agents on a particular Unified CM cluster will need to have at least of these 100