Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
62
June 2007
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 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.
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.
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.
Figure 25.
Mobile Agent Monitor tab.
To set up mobile agent monitoring:
1. On the Mobile Agent Monitor tab, double-click or right-click the first available
field in the Agent Gateway IP Address column.
2. Enter the IP address of the agent gateway to be monitored.
3. In the Monitor Server field, select the VoIP Monitor service that will monitor
the agent gateway from the drop-down list.