Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

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Span to PC Port—Enabled. If the Span to PC Port is not enabled, the voice 
streams seen by the phone will not be seen by the desktop monitor module.

In the Device Information section of the Device Configuration screen, configure this 
setting as follows:

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Device Security Mode—Non-Secure or Authenticated. If the Device Security 
Mode is set to Encrypted, the voice streams can be seen but will not be 
converted correctly, causing the speech to be garbled.

Desktop monitoring does not function with some NIC cards. The Intel PRO/100 and 
PRO/1000 NIC card series are unable to detect both voice packets and data 
packets in a multiple VLAN environment, which prevents desktop monitoring from 
functioning properly. These NIC cards do not fully support NDIS Promiscuous Mode 
settings.

A workaround solution for the problems with the Intel PRO/100 and PRO/1000 NIC 
cards is available from the Intel Technical Support website (Solution ID: CS-005897). 
Other solutions include:

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Monitoring agents via a VoIP Monitor service

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Using another type of NIC card that is fully NDIS-compliant

You can test a NIC card to verify that it is suitable for desktop monitoring by following 
the procedure, “Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring” 
(Document ID 46301). This document is located on the Cisco website at:

A sample packet capture file used in this procedure is located at:

http://www.cisco.com/cgi-bin/tablebuild.pl/nic-qual

The following device setting is required for server monitoring to function correctly with 
CAD. The setting is configured with the Cisco Unified CallManager Administration 
application.

In the Device Information section of the Device Configuration screen, set the Device 
Security Mode to Non-Secure or Authenticated. If it is set to Encrypted, the voice 
streams can be seen but will not be converted correctly, causing the speech to be 
garbled.