Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
10
March 25, 2013
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring failures and missing information in the agent
tree.
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring failures and missing information in the agent
tree.
NOTE: Using a VPN is recommended in order to provide a more
secure connection.
secure connection.
It has been verified that Cisco VPN 3000 Concentrator and Cisco VPN Client work
properly with Supervisor Desktop, and are supported for access. VPN solutions from
other vendors have not been formally verified and are not supported. If you want an
alternative solution to be verified, please contact your Cisco distributor.
properly with Supervisor Desktop, and are supported for access. VPN solutions from
other vendors have not been formally verified and are not supported. If you want an
alternative solution to be verified, please contact your Cisco distributor.
VPN Tunneling
There are two types of VPN tunneling mechanism, full tunneling and split tunneling,
both of which are supported for connection between Supervisor Desktop and CAD
services.
both of which are supported for connection between Supervisor Desktop and CAD
services.
VPN Full Tunneling
VPN full tunneling virtually replaces the network connection with the local area
network defined by the VPN. If VPN full tunneling is used to connect to CAD servers,
the VPN connection must be established before starting Supervisor Desktop. If the
VPN connection is lost during a session, you must close Supervisor Desktop,
reestablish the VPN connection, and then restart Supervisor Desktop.
VPN full tunneling virtually replaces the network connection with the local area
network defined by the VPN. If VPN full tunneling is used to connect to CAD servers,
the VPN connection must be established before starting Supervisor Desktop. If the
VPN connection is lost during a session, you must close Supervisor Desktop,
reestablish the VPN connection, and then restart Supervisor Desktop.
VPN Split Tunneling
VPN split tunneling allows you to access a public network and a local area network
simultaneously, using the same physical network connection.
VPN split tunneling allows you to access a public network and a local area network
simultaneously, using the same physical network connection.
There are two types of VPN split tunneling scenarios.
■
Scenario 1: The CAD servers are on the public network and a third-party
application is used through the VPN. In this scenario, you must launch and log
into Supervisor Desktop before establishing the VPN connection. If the VPN
connection is lost during a session, you must restart Supervisor Desktop and
then reestablish the VPN connection.
application is used through the VPN. In this scenario, you must launch and log
into Supervisor Desktop before establishing the VPN connection. If the VPN
connection is lost during a session, you must restart Supervisor Desktop and
then reestablish the VPN connection.
■
Scenario 2: The CAD servers are on the VPN and a third-party application is
used through the public network. In this scenario, you must establish the VPN
connection before launching Supervisor Desktop. If the VPN Connection is
lost during a session, you must close Supervisor Desktop, reestablish the VPN
connection, and then restart Supervisor Desktop.
used through the public network. In this scenario, you must establish the VPN
connection before launching Supervisor Desktop. If the VPN Connection is
lost during a session, you must close Supervisor Desktop, reestablish the VPN
connection, and then restart Supervisor Desktop.
If Supervisor Desktop can log into all services except the Chat service, it must be
restarted after the Chat service comes back online.
restarted after the Chat service comes back online.