Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD VoIP Monitoring and Recording Guide
22
November 26, 2013
3. When a supervisor wants to live monitor the agent’s call, the supervisor sends
a command to the Unified CM through the CTI interface to set up a live
monitoring session (9 > 4 > 5).
monitoring session (9 > 4 > 5).
4. The Unified CM receives the command, which includes the supervisor’s
phone number, and tells the agent’s phone to use its built-in bridge to copy
and merge the two audio streams into a single audio stream (5 > 4 > 7).
and merge the two audio streams into a single audio stream (5 > 4 > 7).
5. A new call is set up between the agent’s and supervisor’s phones (7 > 4 > 8).
The agent’s phone answers automatically and the supervisor’s phone rings.
When the supervisor answer the call, he or she can hear the agent and caller
speaking. Neither the agent nor the caller can hear anything the supervisor
says.
When the supervisor answer the call, he or she can hear the agent and caller
speaking. Neither the agent nor the caller can hear anything the supervisor
says.
CAD supports this method for live monitoring only when the following conditions are
met:
met:
■
The agent uses Cisco Agent Desktop, Cisco Agent Desktop—Browser Edition,
or Cisco IP Phone Agent
or Cisco IP Phone Agent
■
The agent is local or remote (over a VPN connection)
■
The agent uses a hard or soft IP phone
NOTE: CAD for Unified CCX does not support Unified CM live
monitoring. However, starting with CAD 8.5 for both Unified CCX and
Unified CCE, a feature was introduced that enables Unified CCX/CCE
to use a third party application that does built-in bridge/Unified CM
live monitoring and recording, while still supporting desktop-based or
SPAN-based monitoring and recording with CAD.
monitoring. However, starting with CAD 8.5 for both Unified CCX and
Unified CCE, a feature was introduced that enables Unified CCX/CCE
to use a third party application that does built-in bridge/Unified CM
live monitoring and recording, while still supporting desktop-based or
SPAN-based monitoring and recording with CAD.
If this method is configured in CAD for live monitoring, the desktop capture and server
capture methods are turned off. The result is that agents can be live-monitored, but
not recorded. The reason for this is that this method causes additional audio streams
to emanate from the phone. If the other methods were used to capture the audio
data, they would capture these extra streams, resulting in duplicate audio packets
and poor audio quality.
capture methods are turned off. The result is that agents can be live-monitored, but
not recorded. The reason for this is that this method causes additional audio streams
to emanate from the phone. If the other methods were used to capture the audio
data, they would capture these extra streams, resulting in duplicate audio packets
and poor audio quality.
Requirements
Using the Unified CM capture method for CAD live monitoring requires the following:
Using the Unified CM capture method for CAD live monitoring requires the following:
■
The correct version of Cisco Unified CM and its related components
■
The correct version of CAD
■
Supported IP phones that can respond correctly to the call control commands