Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Introduction
November 2013
9
Live monitoring
A feature in CAD (also known as “silent monitoring”) that
allows a CAD supervisor to listen in on a phone
conversation between a CAD agent and another party.
The CAD agent might or might not be notified that the
call is being monitored, depending on how CAD is
configured. The two audio streams that make up the call
are captured and sent to the supervisor's desktop to be
played back using the desktop's sound card.
allows a CAD supervisor to listen in on a phone
conversation between a CAD agent and another party.
The CAD agent might or might not be notified that the
call is being monitored, depending on how CAD is
configured. The two audio streams that make up the call
are captured and sent to the supervisor's desktop to be
played back using the desktop's sound card.
A feature of Recording Solution that allows a supervisor
to listen to an agent's call by using the Unified CM
Recording and Monitoring feature to have the built-in
bridge on the agent's phone merge the audio streams
and send them to the supervisor's phone as another
phone call.
to listen to an agent's call by using the Unified CM
Recording and Monitoring feature to have the built-in
bridge on the agent's phone merge the audio streams
and send them to the supervisor's phone as another
phone call.
Network recording
A method of call recording used in Recording Solution
that uses the Unified CM Recording and Monitoring
feature to have the built-in bridge on the agent's phone
duplicate the audio streams and send them to a
Recording Solution Network Recording server to be
stored in files.
that uses the Unified CM Recording and Monitoring
feature to have the built-in bridge on the agent's phone
duplicate the audio streams and send them to a
Recording Solution Network Recording server to be
stored in files.
Packet capture
The process of capturing network traffic from the
network fabric for processing. In most cases, the traffic
is captured in promiscuous mode.
network fabric for processing. In most cases, the traffic
is captured in promiscuous mode.
Promiscuous mode
A mode of operation for a network interface card (NIC)
and its driver. Promiscuous mode allows packets not
addressed to the device with the NIC to be captured and
processed at the application level.
and its driver. Promiscuous mode allows packets not
addressed to the device with the NIC to be captured and
processed at the application level.
RSPAN
Remote SPAN allows ports from connected switches to
be included as sources for the SPAN session that copies
data and sends it to the destination port.
be included as sources for the SPAN session that copies
data and sends it to the destination port.
RTP
Real Time Transport Protocol. A network packet format
that is used to carry audio data that makes up a phone
call between an agent and another party.
that is used to carry audio data that makes up a phone
call between an agent and another party.
Server monitoring
A packet capturing configuration in which the packet
capturing software runs on a server that is directly
connected to a network switch and to a switch port that
has been configured to receive network traffic copied
from other ports on the switch.
capturing software runs on a server that is directly
connected to a network switch and to a switch port that
has been configured to receive network traffic copied
from other ports on the switch.
Table 1.
Terms and definitions (cont’d)
Term
Definition