Cisco Cisco Agent Desktop 8.5 Referências técnicas
Deployment Issues
November 26, 2013
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If the remote agent has a soft IP phone installed on the desktop, the agent
can use the VPN router or a supported VPN client software package (such as
the Cisco VPN client).
can use the VPN router or a supported VPN client software package (such as
the Cisco VPN client).
In either case, the server capture method is unsupported for these agents in CAD. This
is because of the presence of the VPN router between the remote IP phone and the
monitor service, which causes the audio packets’ MAC address coming from the
agent's phone to be changed as they traverse the network. To understand why, refer to
is because of the presence of the VPN router between the remote IP phone and the
monitor service, which causes the audio packets’ MAC address coming from the
agent's phone to be changed as they traverse the network. To understand why, refer to
.
The VPN router also acts as a network gateway between the network cloud and the
internal network. Normally, the IP addresses used are set by Network Address
Translation (NAT), which changes the IP address of the audio packets. This leaves the
packet capturing software unable to identify the audio packets for a particular agent's
phone.
internal network. Normally, the IP addresses used are set by Network Address
Translation (NAT), which changes the IP address of the audio packets. This leaves the
packet capturing software unable to identify the audio packets for a particular agent's
phone.
The Unified CM capture method (for monitoring only, not recording) is supported for
CAD live monitoring. If Cisco IP Communicator is used, it must support the Unified CM
feature.
CAD live monitoring. If Cisco IP Communicator is used, it must support the Unified CM
feature.
Server Capture Method Used for Mobile Agents
The server capture method must be used for mobile agents
This deployment model applies to Unified Contact Center Enterprise systems only.
Mobile agents, like remote agents, are not located at the contact center. Unlike
remote agents, they use a phone that is not controlled by the contact center's Unified
CM system. The phone could be an IP phone, an analog phone, or a cell phone. The
remote agents, they use a phone that is not controlled by the contact center's Unified
CM system. The phone could be an IP phone, an analog phone, or a cell phone. The