Cisco Cisco Agent Desktop 8.5 Références techniques

Desktop monitoring requires more bandwidth than does server monitoring (using 
a VoIP Monitor server). Please refer to the best practices document, Cisco Agent 
Desktop Bandwidth Requirements, for more information.

The Recording and Statistics (RS) server application stores recorded 
conversations and makes them available to the Supervisor Log Viewer 
application. It also stores call and agent logs and assembles the agent and team 
statistics for Supervisor Desktop. The RS server application does not have to be 
located with the agents.

The speech encoding algorithm used directly affects the recording capacity. The 
raw RS server application performance capacity is summarized as follows:

The RS server application recording is primarily I/O-bound for G.711, and 
primarily CPU-bound for G.729. Recording quality may be affected (there may be 
speech breakup) when the maximum number of recordings is exceeded.

In an environment with no silent monitoring and recording, the RS 

server application supports15,000 calls in one hour with no performance 
degradation.

To use the above performance in the context of a contact center, a number of 
assumptions must be made about the call volume. The example that follows is 
appropriate for many contact centers, although the assumptions and calculations 
should be made expressly for any customer planning on doing a significant 
amount of recording. 

G.711

16

G.729

4