Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Examples of Deployment Planning
November 2013
51
we can buy and install supported NICs in all the agent machines, or we can choose to
use the server capture method instead. To do this, we can set up a single SPAN
configuration on their Catalyst 4500 switch to use all the IP phone ports as source
ports and the port used by the VoIP server as the destination port.
use the server capture method instead. To do this, we can set up a single SPAN
configuration on their Catalyst 4500 switch to use all the IP phone ports as source
ports and the port used by the VoIP server as the destination port.
Example 2: International Sprockets Deployment
Scenario: Multi-site contact center with remote agents
International Sprockets is a company that consists of a main office with hundreds of
small shops scattered across the country. Each shop is able to take calls related to
sprocket orders and answer questions about their inventory. Because of this, each
branch is treated as an agent. The headquarters contains a contact center with
20 agents on site. When a caller calls in, the call is routed to the branch office nearest
to the caller’s location. If that branch's agent cannot handle the call, it is transferred to
the main contact center. Each branch has a PC that will run Recording Solution and
have a hard IP phone. The branches are connected to the main office using Cisco 831
VPN routers.
small shops scattered across the country. Each shop is able to take calls related to
sprocket orders and answer questions about their inventory. Because of this, each
branch is treated as an agent. The headquarters contains a contact center with
20 agents on site. When a caller calls in, the call is routed to the branch office nearest
to the caller’s location. If that branch's agent cannot handle the call, it is transferred to
the main contact center. Each branch has a PC that will run Recording Solution and
have a hard IP phone. The branches are connected to the main office using Cisco 831
VPN routers.
Due to regulations, all agent calls need to be recorded and stored. The customer has
chosen Recording Solution to record all its agent calls. We'll start with the interview
and get a network diagram from the customer.
chosen Recording Solution to record all its agent calls. We'll start with the interview
and get a network diagram from the customer.
Table 6.
International Sprockets questionnaire
Question
Answer
How many agents do you have?
300
How many agents will be monitored?
0
How many agents will be recorded?
300
How many non-agents will be recorded?
0
What is the maximum number of agents that might be logged in
simultaneously?
simultaneously?
300
How many agents are local to the contact center site?
20
How many remote agents do you have?
280
How many mobile agents do you have?
0
How many agents have a desktop PC that will run the Cisco software?
300
How many agents have only an IP phone?
0
How many contact center sites are there?
280
Is agent-to-agent recording or monitoring required?
Yes
Do agents with desktops share a network connection with their IP
phone?
phone?
Yes