Cisco Cisco Agent Desktop 8.5 Referências técnicas
May 2007
19
Capacity and Performance
Guidelines
Monitoring
Codecs
The Voice over IP Monitor Service supports G.711 u-law and a-law and G.729.
Conversations using other codecs, such as G.722, are not supported for silent
monitoring and recording. The codec that an IP phone uses is configurable in the
Cisco Unified Communications Manager.
Conversations using other codecs, such as G.722, are not supported for silent
monitoring and recording. The codec that an IP phone uses is configurable in the
Cisco Unified Communications Manager.
Packet Sniffing and Network Configuration
This section applies to CAD-based monitoring using SPAN-based monitoring.
The monitor service is H.323- and SIP (Standard Interface Protocol)- independent.
Both of these protocols use the Real Time Transport Protocol (RTP) to transport voice.
The monitor service looks specifically for RTP version 2 packets.
Both of these protocols use the Real Time Transport Protocol (RTP) to transport voice.
The monitor service looks specifically for RTP version 2 packets.
NOTE: The RTP packets must be carried over UDP (User Datagram
Protocol), IPv4, and Ethernet II.
Protocol), IPv4, and Ethernet II.
As a network switch will not normally deliver packets to Ethernet ports other than the
destination (an IP phone, in this case), the switch must be configured to do so. The
Ethernet port for the monitor service must be configured to monitor the Ethernet ports
for all of the agent IP phones. If the voice packets to and from an agent’s IP phone are
not sent to the monitor service’s port for any reason, that conversation will not be
available to the supervisor.
destination (an IP phone, in this case), the switch must be configured to do so. The
Ethernet port for the monitor service must be configured to monitor the Ethernet ports
for all of the agent IP phones. If the voice packets to and from an agent’s IP phone are
not sent to the monitor service’s port for any reason, that conversation will not be
available to the supervisor.
When a request is made to monitor or record an agent, the monitor service looks up
the MAC address of the agent’s IP phone in the Unified CM database. The monitor
service then looks for packets to and from this MAC address, and if it is an RTP
packet, it is forwarded to Supervisor Desktop (for monitoring) or to the Recording &
Playback Service (for recording).
the MAC address of the agent’s IP phone in the Unified CM database. The monitor
service then looks for packets to and from this MAC address, and if it is an RTP
packet, it is forwarded to Supervisor Desktop (for monitoring) or to the Recording &
Playback Service (for recording).