Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD Service Information 7.0(2)
12
31-Mar-06
Synchronization takes place every 10 minutes by default. This time period can be
altered in the configuration file—the minimum allowable synchronization period is 1
minute.
altered in the configuration file—the minimum allowable synchronization period is 1
minute.
Tomcat Webserver
The Tomcat webserver must reside on the same computer as the IP Phone Agent
service.
service.
Voice-Over IP Monitor Service
There can be five instances of the VoIP Monitor service per logical contact center,
with one instance per server. There can be multiple Voice-Over IP Monitor services
per CallManager cluster.
with one instance per server. There can be multiple Voice-Over IP Monitor services
per CallManager cluster.
The Voice-Over IP Monitor service can monitor hard IP phones (e.g., Cisco 7905,
7910, 7940, 7960 or 7970 phones) connected to a Cisco CallManager. It can also
monitor the soft phone available in Agent Desktop if Cisco IP Communicator is
installed.
7910, 7940, 7960 or 7970 phones) connected to a Cisco CallManager. It can also
monitor the soft phone available in Agent Desktop if Cisco IP Communicator is
installed.
Codecs
The Voice-Over IP Monitor service supports G.711 u-law and a-law and G.729.
Conversations using any codec other than G.711 and G.729 will not be available for
monitoring. The codec that an IP phone uses is configurable in the Cisco
CallManager.
Conversations using any codec other than G.711 and G.729 will not be available for
monitoring. The codec that an IP phone uses is configurable in the Cisco
CallManager.
Packet Sniffing and Network Configuration (SPAN-Based Monitoring)
The monitor service is H.323- and SIP (Standard Interface Protocol)- independent.
Both of these protocols use the Real Time Transport Protocol (RTP) to transport
voice. The monitor service looks specifically for RTP version 2 packets.
Both of these protocols use the Real Time Transport Protocol (RTP) to transport
voice. The monitor service looks specifically for RTP version 2 packets.
NOTE: The RTP packets must be carried over UDP (User Datagram
Protocol), IPv4, and Ethernet II.
Protocol), IPv4, and Ethernet II.
As a network switch will not normally deliver packets to Ethernet ports other than the
destination (an IP phone, in this case), the switch must be configured to do so. The
Ethernet port for the monitor service must be configured to monitor the Ethernet ports
for all of the agent IP phones. If the voice packets to and from an agent’s IP phone are
not sent to the monitor service’s port for any reason, that conversation will not be
available to the supervisor.
destination (an IP phone, in this case), the switch must be configured to do so. The
Ethernet port for the monitor service must be configured to monitor the Ethernet ports
for all of the agent IP phones. If the voice packets to and from an agent’s IP phone are
not sent to the monitor service’s port for any reason, that conversation will not be
available to the supervisor.
When a request is made to monitor or record an agent, the monitor service looks up
the MAC address of the agent’s IP phone in the CallManager database. The monitor
service then looks for packets to and from this MAC address, and if it is an RTP
packet, it is forwarded to Supervisor Desktop (for monitoring) or to the Recording &
Playback service (for recording).
the MAC address of the agent’s IP phone in the CallManager database. The monitor
service then looks for packets to and from this MAC address, and if it is an RTP
packet, it is forwarded to Supervisor Desktop (for monitoring) or to the Recording &
Playback service (for recording).