Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Configuring and Troubleshooting VoIP Monitoring
16
November 2013
Packet Capture Methods
In this section, each packet capture method will be explained in detail. By
understanding the capture methods, it will be easier to understand the various
limitations and supported configurations of the Cisco monitoring and recording
software.
understanding the capture methods, it will be easier to understand the various
limitations and supported configurations of the Cisco monitoring and recording
software.
Table 2.
Audio stream identification methods
Application
Feature
Deployment
Identification Method
*
* The Unified CM capture method is not listed in this table, because it is a feature of Unified CM.
Audio streams are captured within Unified CM and not from CAD.
Desktop
Capture
Server
Capture
CAD
Monitoring
Local
†
† “Local” means that the agent is within the contact center’s LAN/WAN, which also includes the
Unified CM and other system components.
MAC
MAC
VPN
MAC
—
Thin client
—
MAC
Mobile agent
—
IP/Port
IPPA
—
MAC
Recording
Local
MAC
MAC
VPN
MAC
—
Thin client
—
MAC
Mobile agent
—
IP/Port
IPPA
—
MAC
Recording
Solution
Solution
Recording
Local
MAC
IP/Port
Thin client
—
IP/Port
VPN
MAC
—
Mobile agent
—
IP/Port