Cisco Cisco Agent Desktop 8.5 技术参考
VoIP Monitoring
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November 26, 2003
Source ports are any or all of the following:
•
Ports used to connect IP phones to the switch
•
Port used to connect the CallManager to the switch
•
Port used by the voice gateway
•
VLAN consisting of all the ports to be monitored by SPAN
The destination port is the port used to connect the VoIP Monitor service to the
switch.
switch.
Once SPAN is properly configured, all network traffic traversing the source
ports is copied and sent to the destination port. In this way, the VoIP Monitor
service can see all the voice traffic to the IP phones and is able to capture voice
streams from a particular agent's device for silent monitoring or recording.
ports is copied and sent to the destination port. In this way, the VoIP Monitor
service can see all the voice traffic to the IP phones and is able to capture voice
streams from a particular agent's device for silent monitoring or recording.
Some Catalyst switches have the Remote SPAN (RSPAN) advanced feature,
which enables the VoIP Monitor service connected to one switch to see the
voice traffic of a port on another Catalyst switch.
which enables the VoIP Monitor service connected to one switch to see the
voice traffic of a port on another Catalyst switch.
2.2.1
VoIP Monitor Domains
A VoIP Monitor service is limited in the number of calls it can monitor simulta-
neously. This is due to the speed of the server on which the service runs and on
the speed of the network that delivers packets to it.
neously. This is due to the speed of the server on which the service runs and on
the speed of the network that delivers packets to it.
For a contact center that has more agents than can be monitored by a single
VoIP Monitor service, additional VoIP Monitor services can be installed. Each of
these services is referred to as a monitor domain, and represents a pool of
monitoring resources that can be assigned to monitor particular IP phones.
Each VoIP Monitor service requires its own SPAN configuration on the switch
to which it is connected.
VoIP Monitor service, additional VoIP Monitor services can be installed. Each of
these services is referred to as a monitor domain, and represents a pool of
monitoring resources that can be assigned to monitor particular IP phones.
Each VoIP Monitor service requires its own SPAN configuration on the switch
to which it is connected.
2.3 Monitoring Remote Agents and Supervisors
Remote agents and supervisors are connected to the contact center’s local
network via a wide area network (WAN) or virtual private network (VPN).
network via a wide area network (WAN) or virtual private network (VPN).
2.3.1
Monitoring Via VoIP Monitor Service
The VoIP Monitor service can support remote agents and supervisors only if
they are connected via a WAN with the necessary ports opened up in the
WAN’s firewall.
they are connected via a WAN with the necessary ports opened up in the
WAN’s firewall.
There can be no routers between the remote agent’s or supervisor’s IP or soft
phone and the VoIP Monitor service assigned to that device. Routers (including
VPN concentrators used for VPN connectivity) change the MAC address of
phone and the VoIP Monitor service assigned to that device. Routers (including
VPN concentrators used for VPN connectivity) change the MAC address of