Cisco Cisco Agent Desktop 10.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
154
March 1, 2013
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.
One additional limitation of mobile agent monitoring is that if a mobile agent logs in
while on a call or is on a call during a CAD services or CRI server failover, the agent
cannot be monitored until the call state changes or the agent makes a new call.
while on a call or is on a call during a CAD services or CRI server failover, the agent
cannot be monitored until the call state changes or the agent makes a new call.
To enable mobile agent monitoring:
1. Choose Services Configuration > Silent Monitoring & Recording > Mobile
Agent. The Mobile Agent page appears.
2. Click Add New. A new row appears at the top of the list of existing mobile
agents.
3. Enter the agent gateway IP address to be monitored in the Agent Gateway IP
Address field, and then select the Cisco VoIP Monitor Service that will monitor
the agent gateway from the Monitor Service drop-down list.
the agent gateway from the Monitor Service drop-down list.
4. Repeat steps 2 and 3 to add another mobile agent, if desired.
5. Click Save.
To disable mobile agent monitoring:
1. Choose Services Configuration > Silent Monitoring & Recording > Mobile
Agent. The Mobile Agent page appears.
2. Select the check box corresponding to one or more mobile agent gateways,
then click Delete Selected. The selected mobile agents will no longer be
displayed in the Mobile Agent list. However, the actual deletion is not
performed until you click Save.
displayed in the Mobile Agent list. However, the actual deletion is not
performed until you click Save.
Enabling Desktop Monitoring
When desktop monitoring is enabled, software on the agent desktop handles
recording and monitoring requests for that agent. This is possible only on desktops
that are physically connected to the network through a hard IP phone or through a soft
phone.
recording and monitoring requests for that agent. This is possible only on desktops
that are physically connected to the network through a hard IP phone or through a soft
phone.
By default, desktop monitoring is enabled for all phone devices.
NOTE: Desktop monitoring does not function with some NIC cards
that are unable to detect both voice packets and data packets in a
that are unable to detect both voice packets and data packets in a