Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Configuring and Troubleshooting VoIP Monitoring
100
November 2013
Configuring Unified CM for Server Monitoring
The following device setting is required for server monitoring to function correctly.
In the Device Information section of the Device Configuration screen, set the Device
Security Mode to Non-Secure or Authenticated. If it is set to Encrypted, the voice
streams can be seen but will not be converted correctly, causing the speech to be
garbled.
Security Mode to Non-Secure or Authenticated. If it is set to Encrypted, the voice
streams can be seen but will not be converted correctly, causing the speech to be
garbled.
NOTE: Secure Real-time Transport Protocol (SRTP) is not supported
with server monitoring in CAD.
with server monitoring in CAD.
Configuring Unified CM for Unified CM-based
Monitoring (Unified CCE Only)
Monitoring (Unified CCE Only)
The following settings are required to use Unified CM-based monitoring:
■
On the Application User Configuration window, add PG user to the user group
Standard CTI Allow Call Monitor. This window is available through the User
Management menu.
Standard CTI Allow Call Monitor. This window is available through the User
Management menu.
■
On the Phone Configuration (device) window of the agent who will be
monitored, enable the option Build-in-bridge. The monitored agent’s device
must be one of the IP phone models listed above. This window is available
through the Device menu.
monitored, enable the option Build-in-bridge. The monitored agent’s device
must be one of the IP phone models listed above. This window is available
through the Device menu.
■
On the Directory Number Configuration (line appearance) window of the
supervisor who will be monitoring the agent, add the DN partition of the
monitored agent to the Monitoring Call Search Space. This window is available
through the Device menu.
supervisor who will be monitoring the agent, add the DN partition of the
monitored agent to the Monitoring Call Search Space. This window is available
through the Device menu.
Requirements for Mobile Agent Monitoring and
Recording (Unified CCE Only)
Recording (Unified CCE Only)
To monitor and record mobile agent phone calls, the following requirements must be
satisfied.
satisfied.
■
The caller and agent voice gateways must be separate. The VoIP Monitor
service must be located in the network where it can see the traffic flowing
between agents and customers. If the customer and agent are speaking to
each other over the same voice gateway, their voice streams remain local to
the gateway and are not exposed to the VoIP Monitor service. SPAN does not
service must be located in the network where it can see the traffic flowing
between agents and customers. If the customer and agent are speaking to
each other over the same voice gateway, their voice streams remain local to
the gateway and are not exposed to the VoIP Monitor service. SPAN does not