Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Configuring and Troubleshooting VoIP Monitoring
24
November 2013
that allows the user to access network resources as if they were connected directly to
the contact center's network.
the contact center's network.
Two types of remote VPN agents are supported by the Cisco software:
■
If the remote agent has a hard IP phone, the agent must use a supported VPN
router (for example, the Cisco 831 or 871 home office routers). If the remote
agent is to be monitored or recorded, the agent's PC must be daisy-chained to
the IP phone.
router (for example, the Cisco 831 or 871 home office routers). If the remote
agent is to be monitored or recorded, the agent's PC must be daisy-chained to
the IP phone.
■
If the remote agent has a soft IP phone installed on the desktop, the agent
can use the VPN router or a supported VPN client software package (such as
the Cisco VPN client).
can use the VPN router or a supported VPN client software package (such as
the Cisco VPN client).
In either case, the server capture method is unsupported for these agents in CAD.
(Recording Solution supports either desktop or server capture methods over a VPN
connection.) This is because of the presence of the VPN router between the remote IP
phone and the monitor service, which causes the audio packets’ MAC address coming
from the agent's phone to be changed as they traverse the network. To understand
why, refer to
(Recording Solution supports either desktop or server capture methods over a VPN
connection.) This is because of the presence of the VPN router between the remote IP
phone and the monitor service, which causes the audio packets’ MAC address coming
from the agent's phone to be changed as they traverse the network. To understand
why, refer to
The VPN router also acts as a network gateway between the network cloud and the
internal network. Normally, the IP addresses used are set by Network Address
Translation (NAT), which changes the IP address of the audio packets. This leaves the
packet capturing software unable to identify the audio packets for a particular agent's
phone.
internal network. Normally, the IP addresses used are set by Network Address
Translation (NAT), which changes the IP address of the audio packets. This leaves the
packet capturing software unable to identify the audio packets for a particular agent's
phone.
Figure 9.
Remote agent configuration