Cisco Cisco Agent Desktop 8.5 Références techniques

CAD 6.0(2) 

There can be two instances of the Sync service per logical contact center, with 
one instance per server.

Synchronization takes place every 10 minutes by default. This time period can be 
altered in the configuration file—the minimum allowable synchronization period is 
1 minute.

The Tomcat webserver must reside on the same computer as the IP Phone Agent 
service.

There can be two instances of the VoIP Monitor service per logical contact 
center, with one instance per server. There can be multiple Voice-Over IP Monitor 
services per CallManager cluster.

The Voice-Over IP Monitor service can monitor hard IP phones (e.g., Cisco 7905, 
7910, 7940 or 7960 phones) connected to a Cisco CallManager. It can also 
monitor the soft phone available in Agent Desktop if Cisco Media Termination 
Service (MTS) is installed.

The Voice-Over IP Monitor service supports G.711 u-law and a-law and G.729. 
Conversations using any codec other than G.711 and G.729 will not be available 
for monitoring. The codec that an IP phone uses is configurable in the Cisco 
CallManager.

The monitor service is H.323- and SIP (Standard Interface Protocol)- 
independent. Both of these protocols use the Real Time Transport Protocol (RTP) 
to transport voice. The monitor service looks specifically for RTP version 2 
packets.

The RTP packets must be carried over UDP (User Datagram 

Protocol), IPv4, and Ethernet II.

As a network switch will not normally deliver packets to Ethernet ports other than 
the destination (an IP phone, in this case), the switch must be configured to do 
so. The Ethernet port for the monitor service must be configured to monitor the 
Ethernet ports for all of the agent IP phones. If the voice packets to and from an 
agent’s IP phone are not sent to the monitor service’s port for any reason, that 
conversation will not be available to the supervisor.