Cisco Cisco Agent Desktop 8.5
Best Practices Deployments
June 21, 2004
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Option 3: Agent-to-Agent Monitoring (2 VoIP Monitor Services, VLAN SPAN)
You can use this configuration if Switches B and C support VLAN SPAN.
On Switches B and C:
•
Install a VoIP Monitor service on a PC that is directly connected to the
switch.
switch.
•
Configure SPAN to monitor the agent voice VLAN(s), copying only ingress
packets. The SPAN destination port is the port to which the VoIP Monitor
service is connected.
packets. The SPAN destination port is the port to which the VoIP Monitor
service is connected.
•
Use Desktop Administrator to associate agent phones with the VoIP Monitor
service. If you want to have a redundant system, enable desktop monitoring
for each agent phone.
service. If you want to have a redundant system, enable desktop monitoring
for each agent phone.
Option 4: Agent-to-Agent Monitoring (2 VoIP Monitor Services, Port SPAN)
You can use this configuration if Switches B and C support Port SPAN.
On Switches B and C:
•
Install a VoIP Monitor service on a PC that is directly connected to the
switch.
switch.
•
Configure SPAN to monitor the agent IP phone ports, copying only ingress
packets. The SPAN destination port is the port to which the VoIP Monitor
service is connected.
packets. The SPAN destination port is the port to which the VoIP Monitor
service is connected.
•
Use Desktop Administrator to associate agent phones with the VoIP Monitor
service. If you want to have a redundant system, enable desktop monitoring
for each agent phone.
service. If you want to have a redundant system, enable desktop monitoring
for each agent phone.
Option 5: Caller-to-Agent Monitoring (1 VoIP Monitor Service, VLAN SPAN)
You can use this configuration if Switches B and C support VLAN SPAN.
•
Install a VoIP Monitor service on a PC that is directly connected to Switch A.
•
Configure SPAN to monitor the agent voice VLANs, copying only ingress
packets. The SPAN destination port is the port to which the VoIP Monitor is
connected.
packets. The SPAN destination port is the port to which the VoIP Monitor is
connected.
Option 6: Caller-to-Agent Monitoring (1 VoIP Monitor Service, Port SPAN)
You can use this configuration if:
•
Switch A supports Port SPAN.
•
The voice gateways, CallManagers, and agent IP phones are in the same
VLAN.
VLAN.
To implement this configuration:
•
Install a VoIP Monitor service on a PC that is directly connected to Switch A.