Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
November 2013
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VoIP Monitoring Concepts
Introduction
Cisco software products for IP contact centers have the ability to live-monitor and
record calls between contact center agents and customers. These products are:
record calls between contact center agents and customers. These products are:
■
Cisco Agent Desktop for Unified Contact Center Enterprise
■
Cisco Agent Desktop for Unified Contact Center Express
■
Cisco Recording Solution (formerly known as Cisco Quality Management)
To implement these live monitoring and recording features, knowledge of computer
networks, the protocols that carry data over a network, and the hardware components
that make up the network is required.
networks, the protocols that carry data over a network, and the hardware components
that make up the network is required.
The configuration of various network components can be complex. Misconfiguration
will lead to the feature failing to work properly. This white paper is intended to take the
mystery out of capturing IP phone calls using Cisco software. It will explain the
methodology used to capture voice streams, limitations of the technology, and
challenges to deploying and maintaining systems supporting this feature.
will lead to the feature failing to work properly. This white paper is intended to take the
mystery out of capturing IP phone calls using Cisco software. It will explain the
methodology used to capture voice streams, limitations of the technology, and
challenges to deploying and maintaining systems supporting this feature.
The information contained in this white paper does not require any specific
networking knowledge or software development expertise. The reader should be
somewhat familiar with computers, applications/programs, and networks.
networking knowledge or software development expertise. The reader should be
somewhat familiar with computers, applications/programs, and networks.