Cisco Cisco Agent Desktop 8.5 Referências técnicas
Examples of Deployment Planning
November 26, 2013
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Examples of Deployment Planning
This section brings the information previously discussed together and applies it to the
task of planning a deployment of Cisco software that includes VoIP capturing software
to support monitoring and/or recording.
task of planning a deployment of Cisco software that includes VoIP capturing software
to support monitoring and/or recording.
The first thing to do is gather information about the customer’s contact center and the
desired functionality of the Cisco software. The answers received from the customer
on the questions listed below will help guide the deployment. These questions are
used to assess the number of VoIP servers required based on server and software
capacity. They will also lead to decisions on the proper capture method(s) used and
required SPAN configurations.
desired functionality of the Cisco software. The answers received from the customer
on the questions listed below will help guide the deployment. These questions are
used to assess the number of VoIP servers required based on server and software
capacity. They will also lead to decisions on the proper capture method(s) used and
required SPAN configurations.
The next step is to get some information about the customer’s network infrastructure
that will host the Cisco software. If you can, get a network diagram that shows the
network switches (and their model numbers), the current or proposed servers running
the Cisco Unified Contact Center software, the voice gateways, routers, and IP phones,
the task of planning will be much easier.
that will host the Cisco software. If you can, get a network diagram that shows the
network switches (and their model numbers), the current or proposed servers running
the Cisco Unified Contact Center software, the voice gateways, routers, and IP phones,
the task of planning will be much easier.
Table 4.
Contact center questionnaire
Question
Answer
How many agents do you have?
How many agents will be monitored?
How many agents will be recorded?
How many non-agents will be recorded?
What is the maximum number of agents that might be logged in
simultaneously?
simultaneously?
How many agents are local to the contact center site?
How many remote agents do you have?
How many mobile agents do you have?
How many agents have a desktop PC that will run the Cisco monitoring
and recording software?
and recording software?
How many agents have only an IP phone?
How many contact center sites are there?
Is agent-to-agent recording or monitoring required?
Do agents with desktops share a network connection with their IP
phone?
phone?
How many agents use soft IP phones on their desktop?