Cisco Cisco IPCC Web Option Installation Guide
Chapter 1 System Overview
Application Connectivity
1-6
Remote Silent Monitoring Installation and Administration Guide
CTI OS—The RSM server makes several connections to CTI OS. One is a
monitor mode connection, which receives platform events. The other connections
are agent mode connections used to retrieve the list of agents on the supervisor's
team, and to authenticate supervisor logins when standard authentication is
utilized.
monitor mode connection, which receives platform events. The other connections
are agent mode connections used to retrieve the list of agents on the supervisor's
team, and to authenticate supervisor logins when standard authentication is
utilized.
JTAPI—Requests to monitor phones are made via JTAPI. This requires a JTAPI
application user to be defined on each Unified Communications Manager cluster,
and associate it with all agent phones.
application user to be defined on each Unified Communications Manager cluster,
and associate it with all agent phones.
RTP—When a dialed-in supervisor monitors an agent, there is a monitoring
call-in-progress from the built-in bridge (BiB) of the agent's phone to the RSM
server. Signaling data for the call is routed through the Unified Communications
Manager similar to any other call, and RTP traffic flows between the agent's
phone and the RSM server.
call-in-progress from the built-in bridge (BiB) of the agent's phone to the RSM
server. Signaling data for the call is routed through the Unified Communications
Manager similar to any other call, and RTP traffic flows between the agent's
phone and the RSM server.
Note
ODBC-ODBC (SQL Database) connectivity is currently not deployed for use
with RSM. Data retrieval from a Cisco Unified Intelligent Contact Management
Enterprise (Unified ICME) database is therefore unavailable.
with RSM. Data retrieval from a Cisco Unified Intelligent Contact Management
Enterprise (Unified ICME) database is therefore unavailable.
Multi-site Deployment
Figures 1-2 through 1-4 illustrate the network connectivity required for a
multi-site deployment of two RSM servers in a Unified ICME environment,
connected via a central private WAN.
multi-site deployment of two RSM servers in a Unified ICME environment,
connected via a central private WAN.
The example organization has a centralized datacenter in Atlanta, with PSTN
gateways into three international cities, London, Austin, and Mumbai.
gateways into three international cities, London, Austin, and Mumbai.
Note
The model shown is for illustrative purposes only and is more complex than a
typical RSM deployment.
typical RSM deployment.