Cisco Cisco Agent Desktop 8.5 사용자 가이드
VoIP Monitor
January 16, 2013
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Press Shift+Click to select a range of contiguous devices, then right-click
the selected devices to display the Select a VoIP Monitor Server dialog
box.
the selected devices to display the Select a VoIP Monitor Server dialog
box.
■
Press Ctrl+Click to select non-contiguous devices, then right-click the
selected devices to display the Select a VoIP Monitor Server dialog box.
selected devices to display the Select a VoIP Monitor Server dialog box.
2. Choose the Cisco VoIP Monitor Service from the drop-down list. The devices
you selected are now assigned to that Cisco VoIP Monitor Service.
Mobile Agent Monitoring
Mobile agents can connect to the system through any one of a number of agent
gateways. The Mobile Agent Monitor tab (
gateways. The Mobile Agent Monitor tab (
) enables you to assign one Cisco
VoIP Monitor Service to each agent gateway. Only one Cisco VoIP Monitor Service per
agent gateway is supported. One Cisco VoIP Monitor Service can be assigned to
multiple agent gateways as well as to regular agent phones.
agent gateway is supported. One Cisco VoIP Monitor Service can be assigned to
multiple agent gateways as well as to regular agent phones.
For mobile agent monitoring to work, the caller and agent voice gateways must be
separate. In addition, the VoIP Monitor server must be located in the network where it
can see the traffic flowing between the agents and customers. If the customer and
agent are speaking to each other over the same voice gateway, then that voice stream
will remain local to the gateway and not be exposed to the Cisco VoIP Monitor Service.
SPAN will not send those packets to the Cisco VoIP Monitor Service, and the
conversation will not be heard. For this reason, monitoring and recording of
Agent-to-Agent calls is not supported.
separate. In addition, the VoIP Monitor server must be located in the network where it
can see the traffic flowing between the agents and customers. If the customer and
agent are speaking to each other over the same voice gateway, then that voice stream
will remain local to the gateway and not be exposed to the Cisco VoIP Monitor Service.
SPAN will not send those packets to the Cisco VoIP Monitor Service, and the
conversation will not be heard. For this reason, monitoring and recording of
Agent-to-Agent calls is not supported.