Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD VoIP Monitoring and Recording Guide
52
November 26, 2013
Example 3: Redundant Systems Inc. Deployment
Scenario: Complex network and Citrix environment with mobile agents in a Unified
Contact Center Enterprise system
Contact Center Enterprise system
Redundant Systems has its offices in a multi-floor building in Los Angeles. The agents
for their contact center are scattered among four floors. Most of these agents have
PCs and are using soft IP phones. The software these agents run is via a Citrix server.
Eight of the agents have only IP phones and no PCs. There are three agents who are
always traveling and use their cell phones and laptop computers to contact the office.
Three hours each day, these mobile agents are required to be available for taking calls
to answer questions about the company's products.
for their contact center are scattered among four floors. Most of these agents have
PCs and are using soft IP phones. The software these agents run is via a Citrix server.
Eight of the agents have only IP phones and no PCs. There are three agents who are
always traveling and use their cell phones and laptop computers to contact the office.
Three hours each day, these mobile agents are required to be available for taking calls
to answer questions about the company's products.
The customer is very sensitive to network outages, so has installed a complex network
system built for redundancy and fail-over. This network complexity can lead to
complexities in the Cisco monitoring and recording software deployment if the server
capture method needs to be used.
system built for redundancy and fail-over. This network complexity can lead to
complexities in the Cisco monitoring and recording software deployment if the server
capture method needs to be used.
The customer already has Cisco Unified Contact Center Express installed. This
includes CAD. Currently, only the IPPA agents are configured for monitoring and
recording using the server capture method. The customer wants to add a Cisco
recording solution for all agent recordings, both for archiving and for agent
evaluations. The information we have for the deployment is shown below.
includes CAD. Currently, only the IPPA agents are configured for monitoring and
recording using the server capture method. The customer wants to add a Cisco
recording solution for all agent recordings, both for archiving and for agent
evaluations. The information we have for the deployment is shown below.
Table 7.
Redundant Systems questionnaire
Question
Answer
How many agents do you have?
75
How many agents will be monitored?
26
How many agents will be recorded?
75
How many non-agents will be recorded?
0
What is the maximum number of agents that might be logged in
simultaneously?
simultaneously?
75
How many agents are local to the contact center site?
72
How many remote agents do you have?
0
How many mobile agents do you have?
3
How many agents have a desktop PC that will run the Cisco software?
67
How many agents have only an IP phone?
8
How many contact center sites are there?
1
Is agent-to-agent recording or monitoring required?
Rec: Yes
Mon: No