Cisco Cisco Agent Desktop 8.5 Referências técnicas

Accessing Audio Streams

November 26, 2013

17

Packet Capture Methods

In this section, each packet capture method will be explained in detail. By 
understanding the capture methods, it will be easier to understand the various 
limitations and supported configurations of the Cisco monitoring and recording 
software.

Table 2. 

Audio stream identification methods

Feature

Deployment

Identification Method

*

* The Unified CM capture method is not listed in this table, because it is a feature of Unified CM. 

Audio streams are captured within Unified CM and not from CAD.

Desktop 

Capture

Server Capture

Monitoring

Agent Desktop - Local

†

† “Local” means that the agent is within the contact center’s LAN/WAN, which also includes the 

Unified CM and other system components.

MAC

MAC

Agent Desktop - VPN

MAC

—

CAD-BE

—

MAC

Agent Desktop - 
Mobile agent

—

IP/Port

IPPA

—

MAC

Recording

Local

MAC

MAC

VPN

MAC

—

CAD-BE

—

MAC

Mobile agent

—

IP/Port

IPPA

—

MAC