Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Accessing Audio Streams
November 2013
15
If server monitoring on the switch is not supported due to hardware restrictions,
policy, or the network design itself, another option for gaining access to the audio
streams is the Unified CM monitoring feature found in Unified CM version 6.0(1) and
later. This feature allows software to send a command to the agent IP phone,
instructing it to send copies of the audio streams to two ports of a network endpoint.
This endpoint must have software running and listening on these ports so it can
capture the audio packets and process them.
policy, or the network design itself, another option for gaining access to the audio
streams is the Unified CM monitoring feature found in Unified CM version 6.0(1) and
later. This feature allows software to send a command to the agent IP phone,
instructing it to send copies of the audio streams to two ports of a network endpoint.
This endpoint must have software running and listening on these ports so it can
capture the audio packets and process them.
These are the three packet capture methods (desktop monitoring, server monitoring,
and Unified CM monitoring) that are currently employed to capture IP phone call audio
traffic by Cisco monitoring and recording software. Before describing the details of
each of these methods of monitoring, we need to discuss how Cisco monitoring and
recording software identifies audio streams for particular agent devices.
and Unified CM monitoring) that are currently employed to capture IP phone call audio
traffic by Cisco monitoring and recording software. Before describing the details of
each of these methods of monitoring, we need to discuss how Cisco monitoring and
recording software identifies audio streams for particular agent devices.
Identifying Audio Streams
The software that is capturing audio packets must be able to tell which audio packets
belong to the call for the agent who is being monitored or recorded. If Unified CM
recording is being used, we already know the ports that will be used for accepting
audio packets from the phone. For endpoint or server monitoring, we need to know
something unique about each device or call that can be found in the various network
protocol headers. There are two methods that are used for filtering audio packets:
belong to the call for the agent who is being monitored or recorded. If Unified CM
recording is being used, we already know the ports that will be used for accepting
audio packets from the phone. For endpoint or server monitoring, we need to know
something unique about each device or call that can be found in the various network
protocol headers. There are two methods that are used for filtering audio packets:
■
MAC address filtering
■
IP/port filtering
An agent and the phone the agent uses for a call are associated, either statically or
dynamically, at runtime. The MAC address or IP/port used by the agent's device allows
the correct audio stream to be identified and processed.
dynamically, at runtime. The MAC address or IP/port used by the agent's device allows
the correct audio stream to be identified and processed.
The Ethernet header contains the MAC addresses of the network device sending the
packet and the intended receiving device, which might be the IP phone or another
network component like a router or gateway. The IP header contains the IP address of
the sender and intended destination device.
packet and the intended receiving device, which might be the IP phone or another
network component like a router or gateway. The IP header contains the IP address of
the sender and intended destination device.
The method that is used to identify the audio packets can depend on the
configuration of the agent software or the packet capture method. This information is
summarized in
configuration of the agent software or the packet capture method. This information is
summarized in
.