Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD VoIP Monitoring and Recording Guide
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November 26, 2013
more switch ports or VLANs as the port monitor source and a single destination port.
The switch copies all the packets traversing the source ports and sends them to the
destination port. A server running packet capturing software is then connected to the
switch using the destination port of the SPAN configuration (
The switch copies all the packets traversing the source ports and sends them to the
destination port. A server running packet capturing software is then connected to the
switch using the destination port of the SPAN configuration (
, the eight IP phones are plugged into ports 1–8 on the switch. The server
is plugged into port 9 and is running the packet capture software. SPAN is configured
on the switch to use ports 1—8 as the source ports and port 9 as the SPAN destination
port. When an agent uses one of these phones to take a call, both the incoming and
outgoing audio streams for that call are copied and sent to port 9 where they can be
retrieved and processed by the server software.
on the switch to use ports 1—8 as the source ports and port 9 as the SPAN destination
port. When an agent uses one of these phones to take a call, both the incoming and
outgoing audio streams for that call are copied and sent to port 9 where they can be
retrieved and processed by the server software.
There are several issues with SPAN configurations that are purely logistical. In general,
network technicians are very busy and it can be difficult to find one to configure the
SPAN sessions. SPAN configuration is not a common activity, so it might not be done
correctly the first time. When phones are moved or added to the switch, the SPAN
configuration might need to change to include new or different ports. If this is not
done in a timely manner, the customer will have monitoring and recording issues with
those agent devices. Usually, those who administer the Cisco software and those who
configure the network are in different departments, so communication about
configuration activities between these two areas is important.
network technicians are very busy and it can be difficult to find one to configure the
SPAN sessions. SPAN configuration is not a common activity, so it might not be done
correctly the first time. When phones are moved or added to the switch, the SPAN
configuration might need to change to include new or different ports. If this is not
done in a timely manner, the customer will have monitoring and recording issues with
those agent devices. Usually, those who administer the Cisco software and those who
configure the network are in different departments, so communication about
configuration activities between these two areas is important.
Most technical issues can be dealt with during deployment planning. Because
switches only have a fixed set of ports that phones can connect to, other configuration
options must be used to increase the number of phones assigned to a single VoIP
server. It is also common to have the agent phones for a contact center spread among
multiple switches, and even at multiple sites. Since it is expensive to have a VoIP
server per switch, deployment planning must be done to properly use all the capacity
switches only have a fixed set of ports that phones can connect to, other configuration
options must be used to increase the number of phones assigned to a single VoIP
server. It is also common to have the agent phones for a contact center spread among
multiple switches, and even at multiple sites. Since it is expensive to have a VoIP
server per switch, deployment planning must be done to properly use all the capacity
Figure 11.
Example of a port monitor configuration