Cisco Cisco Agent Desktop 8.5 Referências técnicas
VoIP Monitoring Assumptions
November 26, 2003
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of
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For most Catalyst switches, the SPAN can be configured to copy only ingress
or egress packets. If agent-to-agent calls are to be monitored, the SPAN/
RSPAN must be configured to copy either ingress or egress packets, but not
both.
or egress packets. If agent-to-agent calls are to be monitored, the SPAN/
RSPAN must be configured to copy either ingress or egress packets, but not
both.
For switches that do not support this feature (see Section B.4 on page 26),
agent-to-agent call monitoring is not possible.
agent-to-agent call monitoring is not possible.
5.1.4
IP Phone Compatibility
The VoIP Monitor service works with the Cisco 7910, 7940, and 7960 IP
phones and the CAD soft phone.
phones and the CAD soft phone.
5.1.5
Voice Encoding Protocols
The VoIP Monitor service supports the voice encoding protocols G.711 and
G.729 (with and without silence suppression). Other encoding schemes are
not recognized by the monitoring software.
G.729 (with and without silence suppression). Other encoding schemes are
not recognized by the monitoring software.
5.2 Desktop Monitoring
5.2.1
Remote Agent Bandwidth Considerations
Even if a remote agent is accessing the Concentric services with a fast T1 line,
no more than two simultaneous monitoring/recording sessions can be sup-
ported for the same agent due to bandwidth limitations.
no more than two simultaneous monitoring/recording sessions can be sup-
ported for the same agent due to bandwidth limitations.
5.2.2
IP Phone Compatibility
The Desktop Monitoring service works with the CIsco 7910, 7940, and 7960
IP phones and the CAD soft phone.
IP phones and the CAD soft phone.
5.2.3
Voice Encoding Protocols
The Desktop Monitoring service supports the voice encoding protocols G.711
and G.729 (with and without silence suppression). Other encoding schemes
are not recognized by the monitoring software.
and G.729 (with and without silence suppression). Other encoding schemes
are not recognized by the monitoring software.