Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Configuring and Troubleshooting VoIP Monitoring
10
November 2013
Session initiation
protocol (SIP)
protocol (SIP)
A protocol used to set up and manage IP phone calls.
This protocol is used when the Unified CM Recording
and Monitoring feature is used.
This protocol is used when the Unified CM Recording
and Monitoring feature is used.
Soft IP phone
A soft IP phone is a computer application that emulates
a hard IP phone and runs on an agent's PC.
a hard IP phone and runs on an agent's PC.
SPAN
Switched Port Analyzer. A feature, also known as port
monitoring, of some switches that allow all the network
traffic entering or leaving a switch port to be copied and
sent to a destination port. When server monitoring is
used, the destination port on the switch is the
connection point for the server that is running the
packet capturing software.
monitoring, of some switches that allow all the network
traffic entering or leaving a switch port to be copied and
sent to a destination port. When server monitoring is
used, the destination port on the switch is the
connection point for the server that is running the
packet capturing software.
Unified CM recording
and monitoring
and monitoring
A feature of the Cisco Unified Communications Manager
(Unified CM) software and supported IP phones that
allows a command to be sent to the IP phone, causing
the audio streams to be duplicated and sent out from
the phone to two destination ports for recording.
(Unified CM) software and supported IP phones that
allows a command to be sent to the IP phone, causing
the audio streams to be duplicated and sent out from
the phone to two destination ports for recording.
It also includes the ability to have the agent’s phone
merge the audio streams of a live call and send them to
another phone as a new call so a supervisor can listen to
the call. This feature also supports recording and
monitoring tones that alert the agent or caller that they
are being recorded or monitored.
merge the audio streams of a live call and send them to
another phone as a new call so a supervisor can listen to
the call. This feature also supports recording and
monitoring tones that alert the agent or caller that they
are being recorded or monitored.
VLAN
Virtual Local Area Network. A group of related network
devices that share some characteristics. These devices
do not need to be physically connected to the same
switch.
devices that share some characteristics. These devices
do not need to be physically connected to the same
switch.
Table 1.
Terms and definitions (cont’d)
Term
Definition