Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD VoIP Monitoring and Recording Guide
54
November 26, 2013
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The agents with PCs have NICs that are NDIS compliant and support
promiscuous mode packet capturing.
promiscuous mode packet capturing.
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The current installation includes two CAD VoIP Monitor servers as shown in
. These will be removed and replaced with VoIP servers for any
server-based captures used for recording calls.
Based on the information we have, we can plan for the following:
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Desktop capture cannot be used for the agents for the following reasons:
— The 64 agents with PCs and soft IP phones will be running CAD from the
Citrix server. Since the applications are not running on agent PCs, we
cannot use the desktop capture method for them.
cannot use the desktop capture method for them.
— The eight IPPA agents have no PCs, so we can not use the desktop
capture method for them.
— The three mobile agents are using cell phones that are not connected to
their laptops, so we can not use the desktop capture method for them.
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One or more CAD VoIP servers will be required to monitor the agents on the
third floor (since desktop capture cannot be used for these agents).
third floor (since desktop capture cannot be used for these agents).
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The number of agents and possible simultaneous recordings does not exceed
the capacity of a single VoIP server.
the capacity of a single VoIP server.
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A second VoIP server will be required to satisfy the customer’s recording
redundancy concern.
redundancy concern.
Because of the complexities of the network, the preferred solution is to use a Cisco
recording solution and Unified CM recording and monitoring. If the agent phones
support this feature, this option is ultimately easier to configure and would only
require a single network recording server to support all the agents.
recording solution and Unified CM recording and monitoring. If the agent phones
support this feature, this option is ultimately easier to configure and would only
require a single network recording server to support all the agents.
The second possible solution is to use server recording and connect a VoIP server to
each of the core 6500 switches and configure SPAN on those switches. But this does
not allow the recording of agent-to-agent calls, which is required.
each of the core 6500 switches and configure SPAN on those switches. But this does
not allow the recording of agent-to-agent calls, which is required.
Our next option is to try to use RSPAN across all the Catalyst 3524 switches to copy
the traffic up to the core switches. Checking our documentation, we see that the
Catalyst 3524 switch will support RSPAN, ingress- or egress-only captures, and can
use VLANs for SPAN sources. This will allow us to add our VoIP servers to the core
the traffic up to the core switches. Checking our documentation, we see that the
Catalyst 3524 switch will support RSPAN, ingress- or egress-only captures, and can
use VLANs for SPAN sources. This will allow us to add our VoIP servers to the core