Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD VoIP Monitoring and Recording Guide
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November 26, 2013
Deployment Issues
Each subsection below details an issue related to deploying Cisco monitoring and
recording software to support live monitoring and recording, tells why it is important,
which capture method it affects, and why. Understanding each of these issues will
enable the best choices to be made for a deployment.
recording software to support live monitoring and recording, tells why it is important,
which capture method it affects, and why. Understanding each of these issues will
enable the best choices to be made for a deployment.
Desktop Capture Method Used for Remote Agents
The desktop capture method must be used for remote CAD agents.
Cisco monitoring and recording software supports agents that connect to the contact
center's network using Virtual Private Network (VPN) software or hardware. This allows
a remote desktop to create a secure network connection through the network cloud
that allows the user to access network resources as if they were connected directly to
the contact center's network.
center's network using Virtual Private Network (VPN) software or hardware. This allows
a remote desktop to create a secure network connection through the network cloud
that allows the user to access network resources as if they were connected directly to
the contact center's network.
Two types of remote VPN agents are supported by the Cisco software:
■
If the remote agent has a hard IP phone, the agent must use a supported VPN
router (for example, the Cisco 831 or 871 home office routers). If the remote
agent is to be monitored or recorded, the agent's PC must be daisy-chained to
the IP phone.
router (for example, the Cisco 831 or 871 home office routers). If the remote
agent is to be monitored or recorded, the agent's PC must be daisy-chained to
the IP phone.
Figure 9.
Remote agent configuration