Cisco Cisco Agent Desktop 8.5

In Figure 3, two redundant core switches are attached to two redundant distri-
bution switches. These switches are, in turn, connected to two stacks of layer 2 
switches at the access layer. The switches in the stacks are connected to each 
other through trunk ports. 

This is a common configuration for Cisco networks. It is configured for redun-
dancy, load balancing, or both. 

With this configuration you have several choices on how to deploy the VoIP 
Monitor services, depending on the abilities of the various switches and 
whether the customer wishes to monitor only caller-to-agent calls or agent-to-
agent calls as well.

Enable desktop monitoring on each agent’s desktop. You can use this configu-
ration if the agents to be monitored/recorded:

Use CAD with an IP phone

Use CAD with Media Termination

You can use this configuration if:

There are 400 or fewer agents

Switches on stacks X and Y support RSPAN (see Section B.2 on page 24)

To implement this configuration:

Install a VoIP Monitor service on a PC that is directly connected to a switch 
that supports RSPAN. 

Configure an RSPAN destination port on that switch to monitor the agent 
voice VLANs on all switches in stacks X and Y, copying only ingress pack-
ets. The RSPAN destination port is the port to which the VoIP Monitor ser-
vice is connected.

You can use this configuration if the switches on stacks X and Y support VLAN 
SPAN.

On each switch in stacks X and Y:

Install a VoIP Monitor service on a PC that is directly connected to the 
switch.