Cisco Cisco Agent Desktop 8.5 Referências técnicas
Deployment Issues
November 26, 2013
27
Packet Capture Methods Used in Cisco Monitoring
and Recording Software
and Recording Software
The type of agent application used can dictate which capture method must be used.
Cisco monitoring and recording software can be configured to support different
methods of capturing packets to support monitoring and recording. In some cases,
the configuration or client software will dictate the type of packet capturing that must
be used. This section summarizes the packet capture methods that can be used with
the various Cisco products. This information is based on the latest versions of each
product.
methods of capturing packets to support monitoring and recording. In some cases,
the configuration or client software will dictate the type of packet capturing that must
be used. This section summarizes the packet capture methods that can be used with
the various Cisco products. This information is based on the latest versions of each
product.
Cisco Agent Desktop
CAD comes in two versions: CAD for Unified Contact Center Enterprise (Unified CCE)
and CAD for Unified Contact Center Express (Unified CCX). The Unified CCX version is
targeted at small contact centers with fewer than 300 agents. The Unified CCE version
is targeted at large contact centers with more than 300 agents. The two versions are
virtually identical as far as their feature sets are concerned.
and CAD for Unified Contact Center Express (Unified CCX). The Unified CCX version is
targeted at small contact centers with fewer than 300 agents. The Unified CCE version
is targeted at large contact centers with more than 300 agents. The two versions are
virtually identical as far as their feature sets are concerned.
CAD supports live monitoring and on-demand call recording of agents. There are three
CAD agent applications that can be deployed.
CAD agent applications that can be deployed.
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Cisco Agent Desktop. Agent Desktop is a Windows-based application. It offers
the most features of all the agent applications. Agent Desktop supports
on-site agents, remote agents (using VPN), and mobile agents. It can also be
run in a thin-client (Citrix) environment. Agent Desktop supports the live
monitoring feature using the desktop capture, server capture, or Unified CM
capture methods. It supports on-demand recording using the desktop capture
or server capture methods.
the most features of all the agent applications. Agent Desktop supports
on-site agents, remote agents (using VPN), and mobile agents. It can also be
run in a thin-client (Citrix) environment. Agent Desktop supports the live
monitoring feature using the desktop capture, server capture, or Unified CM
capture methods. It supports on-demand recording using the desktop capture
or server capture methods.
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Cisco Agent Desktop—Browser Edition (CAD-BE). CAD-BE is a Java-based
version of Agent Desktop that runs in a web browser. It supports on-site
agents, remote agents (using VPN), and mobile agents. CAD-BE supports live
monitoring using the server capture and Unified CM capture methods, and
supports on-demand recording using the server capture method. Although the
software runs on a PC, the Java code runs in a browser and does not have
access to the system resources needed to support the desktop capture
method.
version of Agent Desktop that runs in a web browser. It supports on-site
agents, remote agents (using VPN), and mobile agents. CAD-BE supports live
monitoring using the server capture and Unified CM capture methods, and
supports on-demand recording using the server capture method. Although the
software runs on a PC, the Java code runs in a browser and does not have
access to the system resources needed to support the desktop capture
method.
NOTE: In CAD 10.0, CAD-BE is only supported with CAD for Unified
Contact Center Express.
Contact Center Express.
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Cisco IP Phone Agent (IPPA). IPPA is a service application that runs on the
IP phone itself to enable contact center agents who do not have PCs to
function as CAD agents. It allows agents to take calls and set their agent
state, but does not support many of the more advanced features found in the
other agent applications. IPPA supports on-site agents and remote agents
IP phone itself to enable contact center agents who do not have PCs to
function as CAD agents. It allows agents to take calls and set their agent
state, but does not support many of the more advanced features found in the
other agent applications. IPPA supports on-site agents and remote agents