Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

The use of desktop monitoring in your contact center increases bandwidth 
requirements. Consult the best practices document, Cisco Agent Desktop 
Bandwidth Requirements, for more information.

NOTE:  CAD does not support Secure Realtime Transport Protocol 
(SRTP) in desktop monitoring.

The following device settings are required for desktop monitoring to function correctly 
with CAD. The settings are configured with the Cisco Unified CallManager 
Administration application.

NOTE:  Not all devices or CallManager versions use all these 
settings. Configure those that do appear for your device and 
CallManager version.

In the Product Specific Configuration section of the Device Configuration screen, 
configure these settings as follows:

■

PC Port—Enabled. If the PC Port is not enabled, the agent PC that is 
connected to the port will not have network access. No voice streams will be 
seen by the desktop monitor module.

■

PC Voice VLAN Access—Enabled. If the PC Voice VLAN Access is not 
enabled, no voice streams will be seen by the desktop if the desktop is not a 
member of the same VLAN as the phone.

Computer Telephony 
Integration Object Server 
(CTI OS)

CTI server

CTI OS must be installed before installing the 
CAD services. You may want to edit several 
registry keys to enable Cisco Agent Desktop to 
receive all CTI events. See 

 for information on changing these 

registry keys.

Microsoft SQL Server 
2000 Desktop Engine, 
Service Pack 4

Base Services server

Microsoft SQL Server 2000 Desktop Engine 
(MSDE 2000) is the free, redistributable version of 
SQL Server used as an embedded database. It is 
installed automatically with the CAD services.