Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Examples of Deployment Planning
November 2013
55
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The Catalyst 6500 switches are redundantly connected. Only one is active at
any one time. If one switch goes down, the other switch becomes active
immediately. Any VoIP servers used for recording calls will also need to be
redundant.
any one time. If one switch goes down, the other switch becomes active
immediately. Any VoIP servers used for recording calls will also need to be
redundant.
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The agents with PCs have NICs that are NDIS compliant and support
promiscuous mode packet capturing.
promiscuous mode packet capturing.
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The current installation includes two CAD VoIP Monitor servers as shown in
. These will be removed and replaced with Recording Solution VoIP
servers for any server-based captures used for recording calls.
Based on the information we have, we can plan for the following:
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Desktop capture cannot be used for the agents for the following reasons:
— The 64 agents with PCs and soft IP phones will be running CAD and
Recording Solution from the Citrix server. Since the applications are not
running on agent PCs, we cannot use the desktop capture method for
them.
running on agent PCs, we cannot use the desktop capture method for
them.
— The eight IPPA agents have no PCs, so we can not use the desktop
capture method for them.
— The three mobile agents are using cell phones that are not connected to
their laptops, so we can not use the desktop capture method for them.
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One or more CAD VoIP servers will be required to monitor the agents on the
third floor (since desktop capture cannot be used for these agents).
third floor (since desktop capture cannot be used for these agents).
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The number of agents and possible simultaneous recordings does not exceed
the capacity of a single VoIP server.
the capacity of a single VoIP server.
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A second Recording Solution VoIP server will be required to satisfy the
customer’s recording redundancy concern.
customer’s recording redundancy concern.
Because of the complexities of the network, the preferred solution is to use Recording
Solution and Unified CM recording and monitoring. If the agent phones support this
feature, this option is ultimately easier to configure and would only require a single
Recording Solution network recording server to support all the agents.
Solution and Unified CM recording and monitoring. If the agent phones support this
feature, this option is ultimately easier to configure and would only require a single
Recording Solution network recording server to support all the agents.
The second possible solution is to use server recording and connect a Recording
Solution VoIP server to each of the core 6500 switches and configure SPAN on those
switches. But this does not allow the recording of agent-to-agent calls, which is
required.
Solution VoIP server to each of the core 6500 switches and configure SPAN on those
switches. But this does not allow the recording of agent-to-agent calls, which is
required.
Our next option is to try to use RSPAN across all the Catalyst 3524 switches to copy
the traffic up to the core switches. Checking our documentation, we see that the
Catalyst 3524 switch will support RSPAN, ingress- or egress-only captures, and can
use VLANs for SPAN sources. This will allow us to add our Recording Solution VoIP
the traffic up to the core switches. Checking our documentation, we see that the
Catalyst 3524 switch will support RSPAN, ingress- or egress-only captures, and can
use VLANs for SPAN sources. This will allow us to add our Recording Solution VoIP