Cisco Cisco Unified Contact Center Enterprise 9.0(2) デザインガイド

CTI OS connections may be optionally encrypted (via use of IP Sec configurations). However, this will 
induce a significant performance penalty on the server itself when higher agent loads are utilized. For 
more information on enabling CTI OS connection security, refer to the Cisco Remote Silent Monitoring 
Installation and Administration Guide, available at 

The RSM platform does not directly media-terminate inbound calls. Instead, supervisors dial into a 
Unified CVP or IP IVR-based VRU system, which runs call flow script logic that interacts with services 
hosted on the RSM server via HTTP. Thus, if a given RSM installation is to support up to 40 dialed-in 
supervisors, there must be a VRU present (as well as the necessary PRI/network resources) that can offer 
this same level of support.

Furthermore, a caller accessing RSM will often place a higher load on the VRU's processor(s) and 
memory than a caller accessing some more traditional IVR-type callflow. This is because, in a more 
traditional IVR callflow, shorter, oftentimes cached or non-streamed prompts are played, separated by 
periods of caller input gathering and silence. With RSM, however, the predominant caller activity is 
monitoring an agent's call, and to the VRU this looks like the playback of a long streaming audio prompt, 
which is an activity that requires a relatively high level of VRU processor involvement.

With Unified CVP deployments, supported VXML gateway models are listed in the Hardware and 
System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP), otherwise known 
as Unified CVP Bill of Materials (BOM), available at 

When provisioning a VRU for use by RSM, a good rule of thumb is to count each RSM call as 1.3 
non-RSM calls on a processor/memory-usage basis. So for a VRU that can normally handle 40 
concurrent calls, plan for it to be able to handle only 30 RSM calls. ((40 * 1.3) = 30)

Also note that RSM makes extensive use of VXML Voice Browser functionality under both Unified CVP 
and IP IVR.

Use of RSM to monitor an agent requires that that agent's phone be a third generation of newer Cisco 
Unified IP Phone 79x1, 79x2, 79x5, 7970 or newer. This is because these phones include extra DSP 
resources in the form of a Built-in-Bridge (BiB). The BiB allows the phone to fork off a copy of the 
current conversation stream to the RSM server.

Cisco Unified Contact Manager provides for a maximum of one active monitoring session per agent 
because the agent's phone can handle only one active monitoring session and one active recording 
session at any given time.

So, if a third-party recorder is recording the agent's conversations, the agent can still be monitored by a 
supervisor using supervisor desktop or RSM. However, if both a RSM-based supervisor and a 
supervisor-desktop-based supervisor both tried to monitor the agent during the same time period, the 
request would fail with the last one to try because it would exceed the above-mentioned monitoring limit.

Note that RSM will set up only one monitoring session through Unified CM for a single monitored agent, 
even if two or more RSM users are requesting to monitor the agent's call at the same time. In this case, 
RSM forks the stream to cover all RSM users. This allows more than two RSM-based supervisors to 
monitor the same agent, for instance. However, if there are multiple RSM servers in the environment that 
monitor the same agent, they will each make a separate monitoring call to that agent.

If the monitoring call limit has been reached for a specific agent and a dialed-in supervisor then attempts 
to monitor this same agent, the supervisor’s request will be denied via an audio prompt feedback from 
the system stating that the agent cannot be monitored.