Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD VoIP Monitoring and Recording Guide
20
November 26, 2013
The server capture method assumes that a SPAN or port monitoring session is
configured on the switch, in order to copy network traffic from one or more ports to a
destination port used by a server machine that is running packet capturing software.
configured on the switch, in order to copy network traffic from one or more ports to a
destination port used by a server machine that is running packet capturing software.
Because we are moving the capture point further away from the IP phone toward the
network cloud, configuration becomes more complex. This complexity is the primary
cause of support calls concerning the monitoring and recording features not working
as expected. The Requirements section below discusses the factors that affect this
method of capturing packets.
network cloud, configuration becomes more complex. This complexity is the primary
cause of support calls concerning the monitoring and recording features not working
as expected. The Requirements section below discusses the factors that affect this
method of capturing packets.
Requirements
Using the server capture method requires the following:
Using the server capture method requires the following:
■
A supported hard or soft IP phone connected to a switch
■
No Layer 2 routing devices between the IP phone and the switch when the
phone's MAC address is used to identify audio packets. See
phone's MAC address is used to identify audio packets. See
■
A SPAN or port monitoring session configured that uses the IP phone's port as
one of the session's source ports
one of the session's source ports
■
A VoIP monitoring/recording service connected to the SPAN session’s
destination port
destination port
■
Proper configuration of the Cisco and Cisco software that associates the
agent's IP phone device with a VoIP monitoring/recording service
agent's IP phone device with a VoIP monitoring/recording service
Layer 2 Routing Device Restriction
A Layer 2 routing device is any piece of networking hardware that causes the MAC
address used in a packet to change. This includes almost all network devices except
for repeaters.
A Layer 2 routing device is any piece of networking hardware that causes the MAC
address used in a packet to change. This includes almost all network devices except
for repeaters.
This is a problem because the monitoring software has an association with the MAC
address of the actual phone device being used by the agent. This is the MAC address
that is looked for in the audio packets that traverse the switch to which the monitoring
server is connected. An audio packet that must traverse a Layer 2 routing device
before reaching the phone will have the Layer 2 device’s MAC address in the packet
rather than the phone’s MAC address. As a result, the monitoring software will never
see packets with the phone’s MAC address, and any monitoring and recording will
result in silence.
address of the actual phone device being used by the agent. This is the MAC address
that is looked for in the audio packets that traverse the switch to which the monitoring
server is connected. An audio packet that must traverse a Layer 2 routing device
before reaching the phone will have the Layer 2 device’s MAC address in the packet
rather than the phone’s MAC address. As a result, the monitoring software will never
see packets with the phone’s MAC address, and any monitoring and recording will
result in silence.
This restriction affects the server-based capture method in CAD (non-mobile agents
only). See
only). See
for
more information.