Cisco Cisco IP Contact Center Release 4.6.2 Leaflet

Furthermore, a caller accessing RSM will often place a higher load on the VRU's processor(s) and 
memory than a caller accessing some more traditional IVR-type callflow. This is because, in a more 
traditional IVR callflow, shorter, oftentimes cached or non-streamed prompts are played, separated by 
periods of caller input gathering and silence. With RSM, however, the predominant caller activity is 
monitoring an agent's call, and to the VRU this looks like the playback of a long streaming audio prompt, 
which is an activity that requires a relatively high level of VRU processor involvement.

With Unified CVP deployments, supported VXML gateway models are listed in the Hardware and 
System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP), otherwise known 
as Unified CVP Bill of Materials (BOM), available at 

When provisioning a VRU for use by RSM, a good rule of thumb is to count each RSM call as 1.3 
non-RSM calls on a processor/memory-usage basis. So for a VRU that can normally handle 40 
concurrent calls, plan for it to be able to handle only 30 RSM calls. ((40 * 1.3) = 30)

Also note that RSM makes extensive use of VXML Voice Browser functionality under both Unified CVP 
and IP IVR.

When RSM is used with CVP, the gateway 'IVR prompt streaming for HTTP' needs to be enabled. Note 
that this setting is not recommended for other CVP applications. Therefore RSM requires a dedicated 
VXML gateway. This gateway must not be used for other CVP applications. Also, 1GB of gateway 
memory is recommended for use with RSM. This will support up to 40 concurrent monitoring sessions 
per gateway.

Use of RSM to monitor an agent requires that that agent's phone be a third generation of newer Cisco 
Unified IP Phone 79x1, 79x2, 79x5, 7970 or newer. This is because these phones include extra DSP 
resources in the form of a Built-in-Bridge (BiB). The BiB allows the phone to fork off a copy of the 
current conversation stream to the RSM server.

Cisco Unified Contact Manager provides for a maximum of one active monitoring session per agent 
because the agent's phone can handle only one active monitoring session and one active recording 
session at any given time.

So, if a third-party recorder is recording the agent's conversations, the agent can still be monitored by a 
supervisor using supervisor desktop or RSM. However, if both a RSM-based supervisor and a 
supervisor-desktop-based supervisor both tried to monitor the agent during the same time period, the 
request would fail with the last one to try because it would exceed the above-mentioned monitoring limit.

Note that RSM will set up only one monitoring session through Unified CM for a single monitored agent, 
even if two or more RSM users are requesting to monitor the agent's call at the same time. In this case, 
RSM forks the stream to cover all RSM users. This allows more than two RSM-based supervisors to 
monitor the same agent, for instance. However, if there are multiple RSM servers in the environment 
that monitor the same agent, they will each make a separate monitoring call to that agent.

If the monitoring call limit has been reached for a specific agent and a dialed-in supervisor then attempts 
to monitor this same agent, the supervisor’s request will be denied via an audio prompt feedback from 
the system stating that the agent cannot be monitored.

RSM is supported in installations where the number of agents in the enterprise is less than 8,000 and the 
number of maximum concurrent number supervisors using the system is less than 80. In all supported 
RSM configurations, the VLEngine and PhoneSim components are installed on the same physical server.

For more information, refer to the RSM Requirements section of the Cisco Remote Silent Monitoring 
Installation and Administration Guide, available at