Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
VoIP Monitor
January 16, 2013
63
Desktop Monitoring
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
Agent Desktop is started.
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
Agent Desktop is started.
By default, desktop monitoring is enabled for all phone devices.
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 the Cisco CAD Installation Guide.
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 the Cisco CAD Installation Guide.
With desktop monitoring enabled, software on the agent’s PC handles recording and
monitoring requests for that agent. This is possible only on PCs that are physically
connected to the network through a hard IP phone (see the Cisco CAD Installation
Guide for a list of supported hard IP phones) or through the Cisco IP Communicator
soft phone. Desktop Monitoring does not apply to agents using the IP Phone Agent
service on their IP phone or to CAD-BE agents.
monitoring requests for that agent. This is possible only on PCs that are physically
connected to the network through a hard IP phone (see the Cisco CAD Installation
Guide for a list of supported hard IP phones) or through the Cisco IP Communicator
soft phone. Desktop Monitoring does not apply to agents using the IP Phone Agent
service on their IP phone or to CAD-BE agents.
To disable desktop monitoring:
■
On the VoIP Monitor Devices tab, clear the Enable Desktop Monitoring check
box for the corresponding device.
box for the corresponding device.
Cisco VoIP Monitor Service Monitoring
If your system has only one Cisco VoIP Monitor Service, it is not necessary to set a
default monitor service or to manually assign each device to that single monitor. The
Cisco VoIP Monitor Service assumes that each device is assigned to it as the only
available monitor service.
default monitor service or to manually assign each device to that single monitor. The
Cisco 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 Cisco VoIP Monitor Service does serve as a backup for desktop monitoring if
no other Cisco VoIP Monitor Service is explicitly defined as the backup.
default Cisco VoIP Monitor Service does serve as a backup for desktop monitoring if
no other Cisco 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 Cisco VoIP Monitor Service in the system.
devices unassigned to a monitor service. This situation can arise when there is more
than one Cisco VoIP Monitor Service in the system.
Modifications you make in the VoIP Monitor window are immediately written to LDAP
and go into effect shortly thereafter.
and go into effect shortly thereafter.
Agents using the IP Phone Agent service and CAD-BE must be monitored via a Cisco
VoIP Monitor Service.
VoIP Monitor Service.