Cisco Cisco Agent Desktop 8.5 Referências técnicas
Deployment Issues
November 26, 2013
29
Desktop Capture Method
The hard IP phone used by the agent must be able to be daisy-chained to the agent's
PC and be configured to send its audio streams to the PC so the packet capture
software can capture and process the data. At a minimum, the phone must contain a
second network connection that can be used to connect to the agent's PC. However,
not all phones with this second connection can be configured to send its network
traffic down to the PC.
PC and be configured to send its audio streams to the PC so the packet capture
software can capture and process the data. At a minimum, the phone must contain a
second network connection that can be used to connect to the agent's PC. However,
not all phones with this second connection can be configured to send its network
traffic down to the PC.
The following phone settings must be enabled in Unified CM for desktop packet
capture to work:
capture to work:
■
PC Port. If this is not enabled, the second network port on the back of the
phone will simply not work as a network connection for the user's PC.
phone will simply not work as a network connection for the user's PC.
■
PC Voice VLAN Access. Voice and data traffic can be segregated into separate
VLANs in order to best use the networking resources. If the user's PC and
phone are daisy-chained, and the voice and data are separated into different
VLANS, the c0omputer will be a device in the data VLAN and the phone will be
a device in the voice VLAN. If this option is not enabled, no voice traffic will be
sent out the second network port to the daisy-chained PC.
VLANs in order to best use the networking resources. If the user's PC and
phone are daisy-chained, and the voice and data are separated into different
VLANS, the c0omputer will be a device in the data VLAN and the phone will be
a device in the voice VLAN. If this option is not enabled, no voice traffic will be
sent out the second network port to the daisy-chained PC.
■
Span to PC Port. If this is not enabled, the phone will not forward any network
traffic to the daisy-chained PC.
traffic to the daisy-chained PC.
NOTE: Not all versions of Unified CM have all three options. Enable
those that do appear on the phone device configuration.
those that do appear on the phone device configuration.
Server Capture Method
There are fewer restrictions regarding which IP phones can be used with this method.
The main restriction is that it cannot be a wireless phone. In fact, if the agent is a
mobile agent, there are no restrictions at all, since the software is sniffing a voice
gateway port and using the IP address and port rather than a MAC address to identify
audio streams.
The main restriction is that it cannot be a wireless phone. In fact, if the agent is a
mobile agent, there are no restrictions at all, since the software is sniffing a voice
gateway port and using the IP address and port rather than a MAC address to identify
audio streams.
Unified CM Capture Method
To support this feature in CAD, a supported IP phone must be used and configured
correctly. The list of supported Cisco IP phones that can be used for each capture
method are listed in
correctly. The list of supported Cisco IP phones that can be used for each capture
method are listed in
SPAN
The SPAN configuration is complex and must be done correctly for the server capture
method to work properly.
method to work properly.
The Cisco Catalyst line of IP network switches allows Switched Port Analyzer (SPAN) or
port monitoring sessions to be configured. These sessions include a list of one or
port monitoring sessions to be configured. These sessions include a list of one or