Cisco Cisco IPCC Web Option Installation Guide
Chapter 1 System Overview
Application Connectivity
1-4
Remote Silent Monitoring Installation and Administration Guide
So, when a supervisor inputs a request through RSM to monitor an agent, the
system infers that it is streaming the monitored agent’s call data directly to the
supervisor’s VoIP phone. In reality, the call is streamed to the PhoneSim service,
which proxies it to the VRU node for playback to the dialed-in supervisor.
system infers that it is streaming the monitored agent’s call data directly to the
supervisor’s VoIP phone. In reality, the call is streamed to the PhoneSim service,
which proxies it to the VRU node for playback to the dialed-in supervisor.
Note
PhoneSim is a standalone service and, as such, is not installed as a component of
a larger application server (e.g., Tomcat). It includes its own simple HTTP server
for handling an HTTP API call to start the monitoring of an agent.
a larger application server (e.g., Tomcat). It includes its own simple HTTP server
for handling an HTTP API call to start the monitoring of an agent.
Application Connectivity
The following diagrams illustrate the various configurations and connections that
RSM has with the other contact center components.
RSM has with the other contact center components.
RSM VLAN Configuration
Figure 1-1 on page 1-5 illustrates the basic network connectivity of the RSM
server across a typical VLAN network.The diagram illustrates the various
protocol interfaces between RSM and the rest of the system, as described.
server across a typical VLAN network.The diagram illustrates the various
protocol interfaces between RSM and the rest of the system, as described.