Cisco Cisco Agent Desktop 8.5
Deployment Planning
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June 21, 2004
4.0 Deployment Planning
You must make many decisions when planning for a VoIP Monitor service
deployment. These decisions will dictate how many VoIP Monitor service instal-
lations will be needed, where they will be deployed, and how the switches will
be configured.
deployment. These decisions will dictate how many VoIP Monitor service instal-
lations will be needed, where they will be deployed, and how the switches will
be configured.
Table 1 summarizes the major decisions/features that must be taken into
account when planning a deployment. These are expanded upon in
Section 5.0.
account when planning a deployment. These are expanded upon in
Section 5.0.
TABLE 1.
Decisions/Features for Consideration in Deployment Planning
Decision/Feature
Importance
Number of Agents
The VoIP Monitor service can support the phone traffic of
400 simultaneous calls. Loads greater than this cause
performance degradation.
400 simultaneous calls. Loads greater than this cause
performance degradation.
As a general equation, use
APT × N = X
where
APT = average peak talk time
N = number of agents
X ≤ 400
This is a simplified formula. Real-world planning is more
complex and should use Erlang tables to calculate the
number of VoIP Monitor services needed to support a
given contact center.
complex and should use Erlang tables to calculate the
number of VoIP Monitor services needed to support a
given contact center.
VLANs
Voice and data must be separated by using voice and
data VLANs. This improves VoIP Monitor service capacity
because it is not sniffing network traffic that is not related
to calls. If the switch does not support VSPAN, or is con-
strained to sniffing only a single VLAN, the placement of
the VoIP Monitor service will be limited.
data VLANs. This improves VoIP Monitor service capacity
because it is not sniffing network traffic that is not related
to calls. If the switch does not support VSPAN, or is con-
strained to sniffing only a single VLAN, the placement of
the VoIP Monitor service will be limited.
LCCs
A single LCC can contain multiple VoIP monitor services
(monitor domains). This implies multiple subnets and mul-
tiple VLANs, which can all affect how the VoIP Monitor
services are deployed.
(monitor domains). This implies multiple subnets and mul-
tiple VLANs, which can all affect how the VoIP Monitor
services are deployed.
Router Placement
There can be no routers between the ports being moni-
tored and the IP phones. Doing so causes the speech
packet MAC addresses to be changed, becoming invisi-
ble to the VoIP Monitor service.
tored and the IP phones. Doing so causes the speech
packet MAC addresses to be changed, becoming invisi-
ble to the VoIP Monitor service.
Switch Capabilities
Different Catalyst switches have differing SPAN and
RSPAN capabilities. These capabilities (or lack thereof)
dictate where the VoIP Monitor service can be deployed.
RSPAN capabilities. These capabilities (or lack thereof)
dictate where the VoIP Monitor service can be deployed.