Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Configuring and Troubleshooting VoIP Monitoring
18
November 2013
The desktop software treats this soft IP phone as if it is a hard IP phone daisy-chained
to the PC. The only difference is that the NIC does not need to be put into promiscuous
mode for a soft IP phone, because the soft IP phone and the PC have the same IP
address. As a result, the sniffing software automatically has access to all the audio
packets when the agent is on a call.
to the PC. The only difference is that the NIC does not need to be put into promiscuous
mode for a soft IP phone, because the soft IP phone and the PC have the same IP
address. As a result, the sniffing software automatically has access to all the audio
packets when the agent is on a call.
This capture mode is supported by CAD and Recording Solution software.
Requirements
Using the desktop capture method requires the following:
Using the desktop capture method requires the following:
■
A PC that can run the Cisco monitoring and recording software and driver
■
A NIC that supports promiscuous mode packet capturing (hard IP phone only)
■
Either of the following types of supported Cisco IP phones:
— A hard IP phone with a second network port
— A soft IP phone
■
Proper configuration of the IP phone to send the IP phone's network traffic to
the connected PC (hard IP phone only)
the connected PC (hard IP phone only)
■
A direct connection between the agent’s PC and hard IP phone, and a direct
connection between IP phone and the switch with no other devices (for
example, other hard IP phones, routers, gateways, or hubs)
connection between IP phone and the switch with no other devices (for
example, other hard IP phones, routers, gateways, or hubs)
Server Capture Method
There will be cases where the desktop capture method cannot be used, for example,
when the contact center agent does not have a PC, but just an IP phone. In these
cases, the server capture method is an option for monitoring or recording agent calls.
when the contact center agent does not have a PC, but just an IP phone. In these
cases, the server capture method is an option for monitoring or recording agent calls.
The server capture method assumes that a SPAN or port monitoring session is
configured on the switch, in order to copy network traffic from one or more ports to a
destination port used by a server machine that is running packet capturing software.
configured on the switch, in order to copy network traffic from one or more ports to a
destination port used by a server machine that is running packet capturing software.
Because we are moving the capture point further away from the IP phone toward the
network cloud, configuration becomes more complex. This complexity is the primary
cause of support calls concerning the monitoring and recording features not working
as expected. The Requirements section below discusses the factors that affect this
method of capturing packets.
network cloud, configuration becomes more complex. This complexity is the primary
cause of support calls concerning the monitoring and recording features not working
as expected. The Requirements section below discusses the factors that affect this
method of capturing packets.
Requirements
Using the server capture method requires the following:
Using the server capture method requires the following:
■
A supported hard or soft IP phone connected to a switch
■
No Layer 2 routing devices between the IP phone and the switch when the
phone's MAC address is used to identify audio packets. See
phone's MAC address is used to identify audio packets. See
for more information.