Cisco Cisco Agent Desktop 8.5 Referências técnicas
Accessing Audio Streams
November 26, 2013
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When a hard phone is used, the phone must be configured to send its network traffic
down the line to the desktop in order for the NIC on the computer to see the traffic
meant for the phone. This is a setting that is accessed through the Unified CM
administration application. This allows the audio data for phone calls (as well as other
traffic sent to/from the phone) to hit the computer's NIC. But, by definition, the
computer's NIC will not pass this data up to an application on the computer because it
is not addressed for the computer's NIC. It is addressed to the IP phone. In order to
see this traffic, the NIC needs to use promiscuous mode.
down the line to the desktop in order for the NIC on the computer to see the traffic
meant for the phone. This is a setting that is accessed through the Unified CM
administration application. This allows the audio data for phone calls (as well as other
traffic sent to/from the phone) to hit the computer's NIC. But, by definition, the
computer's NIC will not pass this data up to an application on the computer because it
is not addressed for the computer's NIC. It is addressed to the IP phone. In order to
see this traffic, the NIC needs to use promiscuous mode.
NICs that support the Network Driver Interface Specification (NDIS), which includes
almost all NICs for PCs, will also support a packet capture feature called promiscuous
mode. In this mode, the NIC passes packets up to the software on the machine even if
they are not addressed to the machine’s NIC. Cisco monitoring and recording software
uses a packet sniffing driver that opens a NIC adapter and puts it into promiscuous
mode so it can see the daisy-chained IP phone’s audio traffic when the agent is on a
call. With this configuration, the software is able to capture both of the agent's phone
call audio streams and process them for live monitoring or recording.
almost all NICs for PCs, will also support a packet capture feature called promiscuous
mode. In this mode, the NIC passes packets up to the software on the machine even if
they are not addressed to the machine’s NIC. Cisco monitoring and recording software
uses a packet sniffing driver that opens a NIC adapter and puts it into promiscuous
mode so it can see the daisy-chained IP phone’s audio traffic when the agent is on a
call. With this configuration, the software is able to capture both of the agent's phone
call audio streams and process them for live monitoring or recording.
Cisco monitoring and recording software also supports the use of approved
software-based IP phones. Soft IP phones are applications that run on the agent's PC.
The desktop software treats this soft IP phone as if it is a hard IP phone daisy-chained
to the PC. The only difference is that the NIC does not need to be put into promiscuous
mode for a soft IP phone, because the soft IP phone and the PC have the same IP
address. As a result, the sniffing software automatically has access to all the audio
packets when the agent is on a call.
software-based IP phones. Soft IP phones are applications that run on the agent's PC.
The desktop software treats this soft IP phone as if it is a hard IP phone daisy-chained
to the PC. The only difference is that the NIC does not need to be put into promiscuous
mode for a soft IP phone, because the soft IP phone and the PC have the same IP
address. As a result, the sniffing software automatically has access to all the audio
packets when the agent is on a call.
Requirements
Using the desktop capture method requires the following:
Using the desktop capture method requires the following:
■
A PC that can run the Cisco monitoring and recording software and driver
■
A NIC that supports promiscuous mode packet capturing (hard IP phone only)
■
Either of the following types of supported Cisco IP phones:
— A hard IP phone with a second network port
— A soft IP phone
■
Proper configuration of the IP phone to send the IP phone's network traffic to
the connected PC (hard IP phone only)
the connected PC (hard IP phone only)
■
A direct connection between the agent’s PC and hard IP phone, and a direct
connection between IP phone and the switch with no other devices (for
example, other hard IP phones, routers, gateways, or hubs)
connection between IP phone and the switch with no other devices (for
example, other hard IP phones, routers, gateways, or hubs)
Server Capture Method
There will be cases where the desktop capture method cannot be used, for example,
when the contact center agent does not have a PC, but just an IP phone. In these
cases, the server capture method is an option for monitoring or recording agent calls.
when the contact center agent does not have a PC, but just an IP phone. In these
cases, the server capture method is an option for monitoring or recording agent calls.