Cisco Cisco E-Mail Manager Unity Integration Option Guida All'Installazione
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Remote Silent Monitoring Installation and Administration Guide
Chapter 1 System Overview
RSM Services
RSM Services
The RSM server runs two application instances, VLEngine and PhoneSim, which
together provide RSM services to callers.
together provide RSM services to callers.
The VLEngine tracks the environment state and handles most of the requests from
the call flow script (i.e., login authentication, agent listing, permissions required
to monitor a call). The PhoneSim service manages the simulated phones.
the call flow script (i.e., login authentication, agent listing, permissions required
to monitor a call). The PhoneSim service manages the simulated phones.
VLEngine
VLEngine runs on the Tomcat application server software, which provides servlet
hosting. So, when a supervisor who is dialed into RSM interacts with the system,
the call flow script makes HTTP requests for dynamic content from VLEngine
servlets and then parses the appropriate output. Requests for static content, such
as audio prompts, are also made to the VLEngine in certain cases (e.g., for the
CVP VXML script, and for some parts of the IP IVR script through the use of its
VXML VoiceBrowser step).
hosting. So, when a supervisor who is dialed into RSM interacts with the system,
the call flow script makes HTTP requests for dynamic content from VLEngine
servlets and then parses the appropriate output. Requests for static content, such
as audio prompts, are also made to the VLEngine in certain cases (e.g., for the
CVP VXML script, and for some parts of the IP IVR script through the use of its
VXML VoiceBrowser step).
VLEngine monitors all Unified CCE events via CTI OS, keeping dynamic,
real-time track of those agents currently handling calls, as well as the skillgroup
membership of those agents. So, for example, if an agent was previously not on a
call when the caller first dialed in, but is now handling a call, that agent’s status
is updated so they can now be monitored.
real-time track of those agents currently handling calls, as well as the skillgroup
membership of those agents. So, for example, if an agent was previously not on a
call when the caller first dialed in, but is now handling a call, that agent’s status
is updated so they can now be monitored.
Note
The Apache Tomcat server bundled with RSM has been modified for optimum
security; as such, no additional configuration must need be made to Tomcat.
security; as such, no additional configuration must need be made to Tomcat.
PhoneSim
PhoneSim device entries look and act exactly like hardware VoIP phones in the
Unified Communications Manager environment; however, they are actually
managed and controlled by the RSM server, mimicking a supervisor’s VoIP
phone, and providing supervisor dial-in functionality.
Unified Communications Manager environment; however, they are actually
managed and controlled by the RSM server, mimicking a supervisor’s VoIP
phone, and providing supervisor dial-in functionality.