Cisco Cisco Unified Contact Center Management Portal 11.0(1) Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 6 Cisco Unified Mobile Agent
Cisco Unified Mobile Agent Interfaces
CAD Silent Monitoring and Recording
Beginning with CAD 7.1(2), the Cisco Supervisor Desktop (CSD) can silent-monitor and record mobile
agents using CAD SPAN port monitoring of the mobile agent voice gateway. However, Cisco Unified
Mobile Agent does not support the use of Unified CM silent monitoring introduced with Cisco Unified
Communications Manager 6.0.
agents using CAD SPAN port monitoring of the mobile agent voice gateway. However, Cisco Unified
Mobile Agent does not support the use of Unified CM silent monitoring introduced with Cisco Unified
Communications Manager 6.0.
The CAD SPAN port monitor server provides a mechanism to access an agents RTP stream when desktop
monitoring is not possible (primarily for CAD mobile agents, CAD IP Phone Agents, or agents using
lower-end IP phones without a data port for connection to the agent workstation). When a supervisor
clicks the silent monitor button on the CSD application, the CSD application requests the SPAN port
monitor server for that agent to forward a copy of both RTP streams for that agent to the CSD
application. The CSD application then blends the two RTP streams and plays the resulting audio stream
to the supervisor through the supervisor workstation speaker(s). Silent monitoring uses two one-way
RTP streams flowing from the SPAN port monitor server to the CSD workstation.
monitoring is not possible (primarily for CAD mobile agents, CAD IP Phone Agents, or agents using
lower-end IP phones without a data port for connection to the agent workstation). When a supervisor
clicks the silent monitor button on the CSD application, the CSD application requests the SPAN port
monitor server for that agent to forward a copy of both RTP streams for that agent to the CSD
application. The CSD application then blends the two RTP streams and plays the resulting audio stream
to the supervisor through the supervisor workstation speaker(s). Silent monitoring uses two one-way
RTP streams flowing from the SPAN port monitor server to the CSD workstation.
If the supervisor using CSD wants to record an agent using CAD, then the supervisor clicks the record
button and the CSD application requests the recording server to request the appropriate SPAN port
monitor server to forward a copy of both RTP streams to the CAD recording server to be saved onto disk.
An agent can also request for a call to be recorded by clicking the record button (if enabled) on their
CAD application. Clicking this button also sends a request to the recording server to request the
appropriate SPAN port monitor server to forward a copy of both RTP streams to the recording server to
be saved onto disk. When recording, there will be two one-way RTP streams flowing from the SPAN
port monitor server to the CAD recording server.
button and the CSD application requests the recording server to request the appropriate SPAN port
monitor server to forward a copy of both RTP streams to the CAD recording server to be saved onto disk.
An agent can also request for a call to be recorded by clicking the record button (if enabled) on their
CAD application. Clicking this button also sends a request to the recording server to request the
appropriate SPAN port monitor server to forward a copy of both RTP streams to the recording server to
be saved onto disk. When recording, there will be two one-way RTP streams flowing from the SPAN
port monitor server to the CAD recording server.
CAD SPAN port monitoring of the agent voice gateway is somewhat different than CAD SPAN port
monitoring of local agent Cisco IP Phones. When SPANning a LAN segment with JTAPI monitored and
controlled Cisco IP Phones being used by Unified CCE local agents, the CAD SPAN port monitoring
software is searching for RTP packets with the MAC address of the local agent’s Cisco IP Phone. When
SPANning a LAN segment with mobile agent voice gateways, the CAD SPAN port monitoring software
is searching for RTP packets to and from the agent voice gateway IP address and port.
monitoring of local agent Cisco IP Phones. When SPANning a LAN segment with JTAPI monitored and
controlled Cisco IP Phones being used by Unified CCE local agents, the CAD SPAN port monitoring
software is searching for RTP packets with the MAC address of the local agent’s Cisco IP Phone. When
SPANning a LAN segment with mobile agent voice gateways, the CAD SPAN port monitoring software
is searching for RTP packets to and from the agent voice gateway IP address and port.
A single CAD SPAN port monitor server can SPAN a network segment with both local agent Cisco IP
Phones and multiple mobile agent voice gateways. The CAD SPAN port monitor server is intelligent
enough to find an agent’s RTP stream, whether it is a local agent using a Cisco IP Phone or a mobile
agent connected through an agent voice gateway. With CAD, a single CAD deployment for a PG instance
can support up to five CAD SPAN port monitor servers. Voice gateways are statically mapped to a
specific SPAN port monitor server, and multiple agent voice gateways can be mapped to the same SPAN
port monitor server (assuming the network SPAN is set up accordingly). Unlike local CAD agents
(which are statically associated in CAD administration to a SPAN port monitor server), mobile CAD
agents are not mapped to a specific SPAN port monitoring server. Therefore, when a CAD agent (who
is not using desktop monitoring) is a local agent, they must be using an IP phone on the appropriate LAN
segment that is being SPANned by their associated SPAN port monitor server. However, when that same
agent is logging in as a mobile agent, there is no need to worry about which voice gateway or SPAN port
monitor server will be used to gain access to the RTP streams.
Phones and multiple mobile agent voice gateways. The CAD SPAN port monitor server is intelligent
enough to find an agent’s RTP stream, whether it is a local agent using a Cisco IP Phone or a mobile
agent connected through an agent voice gateway. With CAD, a single CAD deployment for a PG instance
can support up to five CAD SPAN port monitor servers. Voice gateways are statically mapped to a
specific SPAN port monitor server, and multiple agent voice gateways can be mapped to the same SPAN
port monitor server (assuming the network SPAN is set up accordingly). Unlike local CAD agents
(which are statically associated in CAD administration to a SPAN port monitor server), mobile CAD
agents are not mapped to a specific SPAN port monitoring server. Therefore, when a CAD agent (who
is not using desktop monitoring) is a local agent, they must be using an IP phone on the appropriate LAN
segment that is being SPANned by their associated SPAN port monitor server. However, when that same
agent is logging in as a mobile agent, there is no need to worry about which voice gateway or SPAN port
monitor server will be used to gain access to the RTP streams.
The CAD SPAN port monitor server must run separate from the agent PG, and one NIC must be
connected to the SPAN port of a Cisco Catalyst switch in order to capture the RTP streams. A second
NIC interface on the SPAN port monitor server is also required to communicate with other Unified CCE
components such as the CSD and the CAD recording server. There is no redundancy for SPAN port
monitor servers.
connected to the SPAN port of a Cisco Catalyst switch in order to capture the RTP streams. A second
NIC interface on the SPAN port monitor server is also required to communicate with other Unified CCE
components such as the CSD and the CAD recording server. There is no redundancy for SPAN port
monitor servers.
The CAD SPAN port monitor server supports both G.711 and G.729 RTP streams, but it cannot support
encrypted RTP streams.
encrypted RTP streams.