Cisco Cisco Agent Desktop 8.5
VoIP Monitoring
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June 21, 2004
It is possible to enable desktop monitoring and also assign a VoIP Monitor ser-
vice to a device. With this configuration, the VoIP Monitor service becomes a
failover service that is used in the event that the desktop monitor is unable to
monitor the agent’s device.
vice to a device. With this configuration, the VoIP Monitor service becomes a
failover service that is used in the event that the desktop monitor is unable to
monitor the agent’s device.
2.5 Scalability
Desktop monitoring is infinitely scalable. Each instance of CAD that is installed
contains its own VoIP monitoring software.
contains its own VoIP monitoring software.
Monitor domains provide scalability for VoIP Monitor services. The only limit to
the number of VoIP Monitor services that can exist in a contact center’s system
is the number of SPAN configurations that the Catalyst switches can support.
Once that limit is reached, no more VoIP Monitor services can be added.
the number of VoIP Monitor services that can exist in a contact center’s system
is the number of SPAN configurations that the Catalyst switches can support.
Once that limit is reached, no more VoIP Monitor services can be added.
2.6 Monitoring Modes
Due to different SPAN configuration options, it is necessary to differentiate
between caller-to-agent monitoring and agent-to-agent monitoring:
between caller-to-agent monitoring and agent-to-agent monitoring:
•
Caller-to-agent monitoring is the ability to monitor a call between a single
agent and a caller from outside the contact center (a customer).
agent and a caller from outside the contact center (a customer).
•
Agent-to-agent monitoring is the ability to monitor a call between two agents
within the contact center.
within the contact center.
NOTE
A conference call consisting of an outside caller and multiple agents
is treated as a caller-to-agent call, since the mixing of voice streams is per-
formed by the Cisco CallManager and merged into a single stream.
formed by the Cisco CallManager and merged into a single stream.
These modes, and how to configure the system to support them, are shown in
the deployment examples for the VoIP Monitor service (see Section 3.0 on
page 8).
the deployment examples for the VoIP Monitor service (see Section 3.0 on
page 8).
Desktop Monitoring
If desktop monitoring is used, both modes are automatically supported, since
the desktop monitoring software captures the voice streams going to and com-
ing from the agent’s IP phone.
the desktop monitoring software captures the voice streams going to and com-
ing from the agent’s IP phone.
Server Monitoring
If server monitoring is used, the ability to support a monitoring mode is based
on the configuration of SPAN, the capabilities of the switch, and the location of
the switches that contain the IP phone ports.
on the configuration of SPAN, the capabilities of the switch, and the location of
the switches that contain the IP phone ports.
If you want to monitor only caller-to-agent calls, configure SPAN to copy both
ingress and egress packets for all the source ports. The source ports include
only the agent’s IP phones.
ingress and egress packets for all the source ports. The source ports include
only the agent’s IP phones.