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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 2 Cisco Unified Contact Center Express Solution Architecture
Monitoring and Recording Components
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Supervisor clicks record button on Cisco Supervisor Desktop (CSD) for a specified agent call
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Agent clicks record button on Cisco Agent Desktop (CAD) or IP Phone Agent (IPPA)
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Workflow configuration automatically triggers complete call recording on certain types of calls for
agents using CAD.
agents using CAD.
In order to use the silent monitoring or recording features, access to the RTP (Real-Time Protocol)
packet streams is required. Silent monitoring and recording will work with either G.711 or G.729 RTP
streams and a mixture of agents using G.711 and G.729 phones is supported. However, silent monitoring
and recording will not work with encrypted media streams. Unified CCX provides two mechanisms for
access to the RTP packet stream— SPAN port monitoring and desktop monitoring.
packet streams is required. Silent monitoring and recording will work with either G.711 or G.729 RTP
streams and a mixture of agents using G.711 and G.729 phones is supported. However, silent monitoring
and recording will not work with encrypted media streams. Unified CCX provides two mechanisms for
access to the RTP packet stream— SPAN port monitoring and desktop monitoring.
SPAN port monitoring requires a physical server running a Monitoring software process to be connected
to the SPAN port of a VLAN on a Catalyst switch where the agent’s phone is installed. The SPAN port
is like a broadcast port for all data traffic (including voice RTP streams) traversing a VLAN segment.
When a supervisor clicks the silent monitor button on the CSD, it signals to the appropriate Monitoring
component to forward a copy of the captured RTP streams for the selected agent to the requesting CSD.
The CSD then plays the packets through the sound card on the CSD workstation. No IP Phone (or any
type of phone) is involved when the silent monitoring stream is being played using CSD. The CSD can
reside anywhere on the Unified Communications network, but the agent’s phone must be on the same
VLAN where the SPAN port Monitoring component is installed. The Catalyst switch RSPAN feature
allows a VLAN to extend across multiple Catalyst switches. Please refer to Appendix B for more detail
on SPAN port monitoring design guidance.
to the SPAN port of a VLAN on a Catalyst switch where the agent’s phone is installed. The SPAN port
is like a broadcast port for all data traffic (including voice RTP streams) traversing a VLAN segment.
When a supervisor clicks the silent monitor button on the CSD, it signals to the appropriate Monitoring
component to forward a copy of the captured RTP streams for the selected agent to the requesting CSD.
The CSD then plays the packets through the sound card on the CSD workstation. No IP Phone (or any
type of phone) is involved when the silent monitoring stream is being played using CSD. The CSD can
reside anywhere on the Unified Communications network, but the agent’s phone must be on the same
VLAN where the SPAN port Monitoring component is installed. The Catalyst switch RSPAN feature
allows a VLAN to extend across multiple Catalyst switches. Please refer to Appendix B for more detail
on SPAN port monitoring design guidance.
Note
For any deployment in which an agent desktop is the IP Phone Agent or any deployment in which the
desktop is a Cisco Agent Desktop or Cisco Supervisor Desktop and the associated phone is not a Cisco
IP Phone 7940, 7941, 7960, 7961, or 7970, SPAN port monitoring and recording is the required
deployment model.
desktop is a Cisco Agent Desktop or Cisco Supervisor Desktop and the associated phone is not a Cisco
IP Phone 7940, 7941, 7960, 7961, or 7970, SPAN port monitoring and recording is the required
deployment model.
Desktop monitoring provides a mechanism for the CAD application to obtain a copy of the RTP packet
streams directly from the phone and therefore removing the need for a Monitoring component connected
to the SPAN port on the Catalyst switch. A 7940 or above phone is required for desktop monitoring and
the agent workstation running CAD must be connected to the data port on the back of the agent phone.
The IP Communicator (softphone) also supports using desktop monitoring for silent monitoring and
recording.
streams directly from the phone and therefore removing the need for a Monitoring component connected
to the SPAN port on the Catalyst switch. A 7940 or above phone is required for desktop monitoring and
the agent workstation running CAD must be connected to the data port on the back of the agent phone.
The IP Communicator (softphone) also supports using desktop monitoring for silent monitoring and
recording.
Note
For all deployments in which agents use Cisco Agent Desktop and supervisors use Cisco Supervisor
Desktop and the phone deployed is an IP Phone 7940, 7941, 7960, 7961, or 7970, use desktop
monitoring.
Desktop and the phone deployed is an IP Phone 7940, 7941, 7960, 7961, or 7970, use desktop
monitoring.
When a supervisor clicks the silent monitor button on the Cisco Supervisor Desktop for an agent using
desktop monitoring, the RTP streams are sent directly from Cisco Agent Desktop to Cisco Supervisor
Desktop, and no SPAN port monitoring component is required. However, in order for silent monitoring
to occur with desktop monitoring, there must still be at least one Monitoring process running
somewhere. The Monitoring process is responsible for setting up the media streams from CAD to CSD
for silent monitoring. For desktop monitoring, the agent workstation must have a NIC that supports
802.1Q. This allows the NIC to process packets from both the data and voice VLANs. Appendix C of
the Cisco CAD Installation Guide provides a quick and simple test to determine if a workstation NIC
will operate properly with the desktop monitoring feature of CAD.
desktop monitoring, the RTP streams are sent directly from Cisco Agent Desktop to Cisco Supervisor
Desktop, and no SPAN port monitoring component is required. However, in order for silent monitoring
to occur with desktop monitoring, there must still be at least one Monitoring process running
somewhere. The Monitoring process is responsible for setting up the media streams from CAD to CSD
for silent monitoring. For desktop monitoring, the agent workstation must have a NIC that supports
802.1Q. This allows the NIC to process packets from both the data and voice VLANs. Appendix C of
the Cisco CAD Installation Guide provides a quick and simple test to determine if a workstation NIC
will operate properly with the desktop monitoring feature of CAD.
An Unified CCX deployment and individual locations and sites can have a mixture of some agents using
desktop monitoring and some agents using SPAN port monitoring.
desktop monitoring and some agents using SPAN port monitoring.