Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Accessing Audio Streams
November 2013
19
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A SPAN or port monitoring session configured that uses the IP phone's port as
one of the session's source ports
one of the session's source ports
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A VoIP monitoring/recording service connected to the SPAN session’s
destination port
destination port
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Proper configuration of the Cisco and Cisco software that associates the
agent's IP phone device with a VoIP monitoring/recording service
agent's IP phone device with a VoIP monitoring/recording service
Layer 2 Routing Device Restriction
A Layer 2 routing device is any piece of networking hardware that causes the MAC
address used in a packet to change. This includes almost all network devices except
for repeaters.
A Layer 2 routing device is any piece of networking hardware that causes the MAC
address used in a packet to change. This includes almost all network devices except
for repeaters.
This is a problem because the monitoring software has an association with the MAC
address of the actual phone device being used by the agent. This is the MAC address
that is looked for in the audio packets that traverse the switch to which the monitoring
server is connected. An audio packet that must traverse a Layer 2 routing device
before reaching the phone will have the Layer 2 device’s MAC address in the packet
rather than the phone’s MAC address. As a result, the monitoring software will never
see packets with the phone’s MAC address, and any monitoring and recording will
result in silence.
address of the actual phone device being used by the agent. This is the MAC address
that is looked for in the audio packets that traverse the switch to which the monitoring
server is connected. An audio packet that must traverse a Layer 2 routing device
before reaching the phone will have the Layer 2 device’s MAC address in the packet
rather than the phone’s MAC address. As a result, the monitoring software will never
see packets with the phone’s MAC address, and any monitoring and recording will
result in silence.
This restriction affects the server-based capture method in CAD (non-mobile agents
only). This restriction does not apply to Recording Solution. Recording Solution does
not use MAC addresses for server-based captures; rather, it uses the IP address and
port. See
only). This restriction does not apply to Recording Solution. Recording Solution does
not use MAC addresses for server-based captures; rather, it uses the IP address and
port. See
for
more information.
Unified CM Capture Method
Unified CM Recording and Monitoring is a feature that allows call recording and live
monitoring using the built-in bridge of an IP phone to duplicate and send audio
streams. APIs exposed by Cisco allow third-party vendors to access this functionality.
The two main modes of this feature are Unified CM recording and live monitoring.
monitoring using the built-in bridge of an IP phone to duplicate and send audio
streams. APIs exposed by Cisco allow third-party vendors to access this functionality.
The two main modes of this feature are Unified CM recording and live monitoring.
Unified CM Recording
In this mode, an agent's device is configured in Unified CM to be automatically
recorded whenever a call is active on the phone. When the agent makes or answers a
call, it causes the Unified CM to send a SIP INVITE message to a specific IP address on
a recording server.
In this mode, an agent's device is configured in Unified CM to be automatically
recorded whenever a call is active on the phone. When the agent makes or answers a
call, it causes the Unified CM to send a SIP INVITE message to a specific IP address on
a recording server.
The recording server accepts the call and responds with an IP address and two ports.
The ports are where the phone should send the two audio streams. The Unified CM
tells the phone where to send the audio streams. The built-in bridge on the agent's
phone copies the two audio streams and sends them to the destination ports. The
The ports are where the phone should send the two audio streams. The Unified CM
tells the phone where to send the audio streams. The built-in bridge on the agent's
phone copies the two audio streams and sends them to the destination ports. The