Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
Cisco CAD Installation Guide
36
August 8, 2012
Mobile Agent Monitoring and Recording
Requirements
Requirements
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 VoIP Monitor Service. SPAN will not send those packets to the VoIP
Monitor Service, and the conversation will not be heard. For this reason, monitoring
and recording of Agent-to-Agent calls is not supported.
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 VoIP Monitor Service. SPAN will not send those packets to the VoIP
Monitor Service, and the conversation will not be heard. For this reason, monitoring
and recording of Agent-to-Agent calls is not supported.
Cisco Catalyst switches use SPAN (Switched Port ANalyzer) to monitor ports. VoIP
Monitor Services must be connected to Cisco Catalyst switches that can sniff the
agent voice gateways.
Monitor Services must be connected to Cisco Catalyst switches that can sniff the
agent voice gateways.
To set up mobile agent monitoring, you must configure mappings between the agent
voice gateways and VoIP Monitor Services using Cisco Desktop Administrator. For
instructions, see Mobile Agent Monitoring in Cisco Desktop Administrator User Guide.
voice gateways and VoIP Monitor Services using Cisco Desktop Administrator. For
instructions, see Mobile Agent Monitoring in Cisco Desktop Administrator User Guide.
The VoIP Monitor Service identifies voice packets using the IP Address of the Agent
Voice Gateways. The layer-2 MAC address rewrite issues associated with SPAN-based
monitoring/recording of non-mobile agents does not apply.
Voice Gateways. The layer-2 MAC address rewrite issues associated with SPAN-based
monitoring/recording of non-mobile agents does not apply.
Setting Up Agents in Unified ICM
Setting Up Supervisors and Teams
For CAD 7.2 applications to work properly, your agents must be organized into teams
and some must be designated as supervisors. This is accomplished in Unified ICM.
See your Unified ICM documentation for information on how to do this.
and some must be designated as supervisors. This is accomplished in Unified ICM.
See your Unified ICM documentation for information on how to do this.
Skills Statistics
The number displayed in the Skills statistic field “Waiting” in Agent Desktop and
Supervisor Desktop (representing the number of calls currently queued to the skill
group) is dependent on how you configure skill groups and set up queues in
Unified ICM Configuration Manager. The following rules apply:
Supervisor Desktop (representing the number of calls currently queued to the skill
group) is dependent on how you configure skill groups and set up queues in
Unified ICM Configuration Manager. The following rules apply:
■
If calls are queued to a base skill group, there must be no sub skill groups
configured.
configured.
■
If a skill group does have sub skill groups configured, calls cannot be queued
to the base skill group.
to the base skill group.
If calls are queued to the base skill group, all the calls queued to that skill group are
reported in the Waiting field.
reported in the Waiting field.