Cisco Cisco IP Contact Center Release 4.6.1 Guia Da Instalação
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Remote Silent Monitoring Installation and Administration Guide
Chapter 3 Pre-Installation Tasks
Agent Phone Device Setup
Simphones in the login pool (i.e., the first five simphone devices) must be
associated with the cluster’s pguser, while all other simphones not in the login
pool are associated with the RSM application user.
associated with the cluster’s pguser, while all other simphones not in the login
pool are associated with the RSM application user.
Note
Whenever a new non-login pool simphone or agent device is created, it must be
associated with the RSM user.
associated with the RSM user.
To add a RSM application user to a cluster:
Step 1
Navigate to User Management > Application User.
Step 2
Click Add New to create a new application user.
Step 3
Enter rsmuser for the user ID.
Step 4
Enter a password.
Step 5
Associate the user with all simphone devices in the cluster (except for the login
pool devices) by selecting those devices in the Available Devices section and
moving them to the Controlled Devices section.
pool devices) by selecting those devices in the Available Devices section and
moving them to the Controlled Devices section.
Step 6
Associate all agent phone devices to be monitored through RSM.
Step 7
From the Permissions Information window, click Add to User Group, and then
add the user to the Remote Silent Monitoring group, as previously created.
add the user to the Remote Silent Monitoring group, as previously created.
Step 8
Click Save. The user is now associated with the devices and user group.
Agent Phone Device Setup
When configuring an agent phone device to be monitored by RSM, ensure the
following:
following:
•
Edit the device via the Cisco Unified CM Administration interface and enable
the Built-In Bridge setting.
the Built-In Bridge setting.
•
Associate the device with the rsmuser, similar to the way it is associated with
the pguser.
the pguser.