Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

NOTE:  Desktop monitoring does not function with some NIC cards that are 
unable to detect both voice packets and data packets in a multiple VLAN 
environment. For more information on this issue, and suggested 
work-arounds, see Chapter 1 in the Cisco CAD Installation Guide.

A phone is monitored either through desktop monitoring or a VoIP Monitor service—it 
cannot be monitored by both. However, a VoIP Monitor service can be a backup if the 
agent’s desktop monitoring module fails to register with Directory Services when 
CAD is started. 

NOTE:  A number of factors can prevent desktop monitoring from registering 
with Directory Services when CAD is started—for example, there might be 
network connectivity issues, a lack of some system resources due to other 
applications running on the agent PC, or issues with the NIC card. As a 
result, the availability of desktop monitoring cannot be guaranteed.

Desktop monitoring is enabled by default.

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On the MoIP Monitor Devices tab, clear the device’s Enable Desktop 
Monitoring check box.

If your system has only one VoIP Monitor service, it is not necessary to set a default 
monitor service or to manually assign each device to that single monitor. The VoIP 
Monitor service assumes that each device is assigned to it as the only available 
monitor service. 

This does not apply to devices that are configured to use desktop monitoring. The 
default VoIP Monitor service does serve as a backup for desktop monitoring, if no 
other VoIP Monitor service is explicitly defined as the backup.

It is advisable to select a default monitor service to avoid the possibility of having 
devices unassigned to a monitor service. This situation can arise when there is more 
than one VoIP Monitor service in the system.

Modifications you make in the VoIP Monitor window go into effect immediately after 
you leave the VoIP Monitor window.

Agents using the IP Phone Agent service and CAD-BE agents must be monitored via 
a VoIP Monitor service.