Cisco Cisco Agent Desktop 8.5 기술 참조
Cisco CAD VoIP Monitoring and Recording Guide
8
November 26, 2013
CAD
Cisco Agent Desktop is a suite of applications used by
contact centers to handle incoming and outgoing calls.
contact centers to handle incoming and outgoing calls.
Call recording
Application feature found in CAD that allows calls
between an agent and another party to be captured and
stored as files on disk. These files can be reviewed at a
later time.
between an agent and another party to be captured and
stored as files on disk. These files can be reviewed at a
later time.
Desktop capture
A packet capturing configuration (also known as
endpoint capture) in which packet capturing software
runs on a user’s PC. The user has either a soft phone on
the PC or a hard IP phone directly connected to the PC
between the PC and the network switch.
endpoint capture) in which packet capturing software
runs on a user’s PC. The user has either a soft phone on
the PC or a hard IP phone directly connected to the PC
between the PC and the network switch.
Endpoint device
A device, such as a PC or IP phone, with a NIC and
IP address that can send or receive network packets.
IP address that can send or receive network packets.
Hard IP phone
A physical IP phone that is plugged into the network.
IP (network) switch
A hardware device that offers high-speed connections
and traffic routing from various network devices such as
IP phones, PCs, routers, gateways, and other switches.
Port monitoring or SPAN configurations are set up on the
switch when server monitoring is used.
and traffic routing from various network devices such as
IP phones, PCs, routers, gateways, and other switches.
Port monitoring or SPAN configurations are set up on the
switch when server monitoring is used.
Live monitoring
A feature in CAD (also known as “silent monitoring”) that
allows a CAD supervisor to listen in on a phone
conversation between a CAD agent and another party.
The CAD agent might or might not be notified that the
call is being monitored, depending on how CAD is
configured. The two audio streams that make up the call
are captured and sent to the supervisor's desktop to be
played back using the desktop's sound card.
allows a CAD supervisor to listen in on a phone
conversation between a CAD agent and another party.
The CAD agent might or might not be notified that the
call is being monitored, depending on how CAD is
configured. The two audio streams that make up the call
are captured and sent to the supervisor's desktop to be
played back using the desktop's sound card.
Packet capture
The process of capturing network traffic from the
network fabric for processing. In most cases, the traffic
is captured in promiscuous mode.
network fabric for processing. In most cases, the traffic
is captured in promiscuous mode.
Promiscuous mode
A mode of operation for a network interface card (NIC)
and its driver. Promiscuous mode allows packets not
addressed to the device with the NIC to be captured and
processed at the application level.
and its driver. Promiscuous mode allows packets not
addressed to the device with the NIC to be captured and
processed at the application level.
RSPAN
Remote SPAN allows ports from connected switches to
be included as sources for the SPAN session that copies
data and sends it to the destination port.
be included as sources for the SPAN session that copies
data and sends it to the destination port.
Table 1.
Terms and definitions (cont’d)
Term
Definition