Cisco Cisco Agent Desktop 8.5 Referências técnicas
VoIP Monitoring
November 26, 2003
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For silent monitoring, the wav file is streamed to the supervisor’s PC sound
card to be played over speakers or through headphones. For recording, the
wav file is stored on disk.
card to be played over speakers or through headphones. For recording, the
wav file is stored on disk.
2.1 Desktop Monitoring
In most environments, desktop monitoring is the easiest way to provide VoIP
monitoring. With desktop monitoring, software on each agent’s desktop han-
dles the recording and monitoring requests for that agent.
monitoring. With desktop monitoring, software on each agent’s desktop han-
dles the recording and monitoring requests for that agent.
To use desktop monitoring, the agent must have either of the following setups:
•
a PC running CAD and a Cisco IP phone (models 7910, 7940, or 7960), or
•
a PC running CAD with Media Termination (the soft phone feature)
If the agent is using an IP phone, that IP phone is connected to the switch
through one network connection on the back of the phone and to the agent’s
PC through the other network connection on the back of the phone. The sec-
ond network connection allows network traffic to be passed from the IP phone
to the agent's PC, which enables the Desktop Monitor service to see voice traf-
fic going to and from the agent’s IP phone. This traffic can then be copied and
sent to the monitoring/recording requester.
through one network connection on the back of the phone and to the agent’s
PC through the other network connection on the back of the phone. The sec-
ond network connection allows network traffic to be passed from the IP phone
to the agent's PC, which enables the Desktop Monitor service to see voice traf-
fic going to and from the agent’s IP phone. This traffic can then be copied and
sent to the monitoring/recording requester.
A desktop-monitored agent’s PC must have a NIC card that fully supports
NDIS Promiscuous mode. This mode allows the desktop monitoring software to
see the voice packets on the network. A small number of NIC cards are not fully
NDIS-compliant, and will prevent desktop monitoring from working.
NDIS Promiscuous mode. This mode allows the desktop monitoring software to
see the voice packets on the network. A small number of NIC cards are not fully
NDIS-compliant, and will prevent desktop monitoring from working.
IP phone agents (agents who do not use PCs) cannot use desktop monitoring.
If VoIP monitoring is required for these agents, they must be configured to use
server monitoring.
If VoIP monitoring is required for these agents, they must be configured to use
server monitoring.
2.2 Server Monitoring
A CAD installation always includes one or more VoIP Monitor services, even if
all agents are configured to use desktop monitoring. The installation requires a
VoIP Monitor service in order to provide connectivity to the Cisco CallManager
database for the desktop monitoring software.
all agents are configured to use desktop monitoring. The installation requires a
VoIP Monitor service in order to provide connectivity to the Cisco CallManager
database for the desktop monitoring software.
The VoIP Monitor service also sniffs the network for voice packets, but it relies
on the Switched Port Analyzer (SPAN) feature of the Cisco Catalyst line of
switches to enable it to see the voice traffic for devices assigned to it.
on the Switched Port Analyzer (SPAN) feature of the Cisco Catalyst line of
switches to enable it to see the voice traffic for devices assigned to it.
SPAN allows one or more ports or VLANs to be designated as source ports
and a single port to be designated as the destination port.
and a single port to be designated as the destination port.