Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD VoIP Monitoring and Recording Guide
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November 26, 2013
desktop application still needs to be connected to the contact center's network, either
directly or via a VPN connection.
directly or via a VPN connection.
When a call is to be delivered to the mobile agent, the system uses the assigned
CTI port to make a call to the agent’s configured phone. The call is then connected to
the caller. The audio data for this call flows through the mobile agent voice gateway. A
VoIP Monitor service can capture packets from the voice gateway port and use the
call’s IP address and port information to forward the audio to a supervisor for
monitoring, or to a recording service to be stored on disk.
CTI port to make a call to the agent’s configured phone. The call is then connected to
the caller. The audio data for this call flows through the mobile agent voice gateway. A
VoIP Monitor service can capture packets from the voice gateway port and use the
call’s IP address and port information to forward the audio to a supervisor for
monitoring, or to a recording service to be stored on disk.
Because the phone is not connected to the mobile agent's desktop, and the phone is
not controlled by the contact center's Unified CM, audio streams can not be captured
at the agent's desktop. Because the phone is not controlled by the Unified CM, the
Unified CM method cannot be used to monitor or record the call. Only the server
capture method is supported for mobile agents.
not controlled by the contact center's Unified CM, audio streams can not be captured
at the agent's desktop. Because the phone is not controlled by the Unified CM, the
Unified CM method cannot be used to monitor or record the call. Only the server
capture method is supported for mobile agents.
Figure 10.
Mobile agent configuration