Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
Cisco CAD Installation Guide
34
August 8, 2012
http://www.cisco.com/cgi-bin/tablebuild.pl/nic-qual
Server Monitoring (CAD-based)
The following device setting is required for server monitoring to function correctly with
CAD. The setting is configured with the Cisco Unified Communications Manager
(Unified CM) Administration application.
CAD. The setting is configured with the Cisco Unified Communications Manager
(Unified CM) Administration application.
In the Device Information section of the Device Configuration screen, set the Device
Security Mode to Non-Secure or Authenticated. If it is set to Encrypted, the voice
streams can be seen but will not be converted correctly, causing the speech to be
garbled.
Security Mode to Non-Secure or Authenticated. If it is set to Encrypted, the voice
streams can be seen but will not be converted correctly, causing the speech to be
garbled.
NOTE: CAD does not support Secure Realtime Transport Protocol
(SRTP) in server monitoring.
(SRTP) in server monitoring.
Unified CM-based Monitoring
Unified CM-based monitoring requires the use of certain models of IP phones. The
monitored call must be on a supported IP phone, which includes models 7906G,
7911G, 7931G, 7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and 7971G-GE.
monitored call must be on a supported IP phone, which includes models 7906G,
7911G, 7931G, 7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and 7971G-GE.
Unified CM-based monitoring is configured with the Unified CM Administration
application. The following settings are required to use Unified CM-based monitoring:
application. The following settings are required to use Unified CM-based monitoring:
■
On the Application User Configuration window, add PG user to the “Standard
CTI Allow Call Monitor” user group. This window is available through the User
Management menu.
CTI Allow Call Monitor” user group. This window is available through the User
Management menu.
■
On the Phone Configuration (device) window of the agent who will be
monitored, enable the “build-in-bridge” option. The monitored agent’s device
must be one of the IP phone models listed above. This window is available
through the Device menu.
monitored, enable the “build-in-bridge” option. The monitored agent’s device
must be one of the IP phone models listed above. This window is available
through the Device menu.
■
On the Directory Number Configuration (line appearance) window of the
supervisor who will be monitoring the agent, add the DN partition of the
monitored agent to the Monitoring Call Search Space. This window is available
through the Device menu.
supervisor who will be monitoring the agent, add the DN partition of the
monitored agent to the Monitoring Call Search Space. This window is available
through the Device menu.
Recording
NOTE: The CAD recording functionality is intended for “on demand”
use only, and not for recording all calls in a contact center.
use only, and not for recording all calls in a contact center.