Cisco Cisco Customer Response Solution Downloads Guida Alla Progettazione

By default, this service is active on all agent desktops when the application is started. After initial 
installation of the CAD servers, all agents are already configured to use the Desktop Monitor service for 
the silent monitoring feature.

A VoIP Monitor service is able to handle multiple requests for silent monitoring simultaneously. It 
captures packets directly from the switch via the switch's Switched Port Analyzer (SPAN) configuration. 
An installation may have up to four VoIP Monitor services on different machines. Off-board VoIP 
services may be installed at remote office locations. In some instances, this may be required due to 
network complexity and capacity planning.

IP Phone agents, who don't have a desktop, must be configured to use a VoIP Monitor service for the 
silent monitoring feature.

 shows a representative Unified CCX installation supporting a remote office over a WAN. 

Both the main office and the remote office have a VoIP and Recording service on site.

It is easy to see where the bandwidth will be required for the silent monitoring feature when you can 
locate the requestors and providers. There are some notes of interest regarding bandwidth that are shown 
in the figure:

Although an administrator is able to assign a specific VoIP service to an agent device, the Recording 
service that is used is determined at the time the request is made. This applies if two Recording 
services were installed in order to load-balance the installation. This may result if the provider and 
requestor being separated by a WAN and requiring the bandwidth on the WAN.