CAD agent & Supervisor

[Muhammad Raza]

Hi,

   We are planning to deploy UCCE componenets on main site and Voice Gateway plus CAD Agents/Supervisor at branch site. in case of CAD desktop monitoring option there will be two rtp streams from branch to CAD server or that would be point to point agent to supervisor?

Regards,

MAR

[Sheraz Saeed Lodhi]

If we are using Desktop Monitoring so the software installed on the agent desktop handles recording and monitoring requests for that agent so as per my understanding there would be point-to-point RTP session in any case.

[Irfan Tariq Javed]

Desktop monitoring provides a a mechanism for the CAD application to obtain a copy of the RTP packet streams directly from the phone and therefore removes the need for a Monitoring component connected to the SPAN port on the Catalyst switch. A Cisco phone supporting desktop monitoring is required and the agent workstation running CAD must be connected to the data port on the back of the agent phone.

The IP Communicator (softphone) also support using desktop monitoring for silent monitoring and recording.

When a supervisor clicks the silent monitor button on the CSD for an agent using desktop monitoring,the RTP streams are sent directly from CAD to CSD, and the SPAN port monitoring component is not required. However, for silent monitoring to occur with desktop monitoring, there must be at least one

VoIP Monitor service running. This service is used by CAD to retrieve the MAC address of the agent phone from the Cisco Unified CM. For desktop monitoring, the agent workstation must have a NIC that supports 802.1Q. This allows the NIC to process packets from both the data and voice VLANs.network hub is not supported between agent hardware and PC when Desktop Monitoring is configured for the agent

[Muhammad Raza]

Desktop Monitoring

Desktop monitoring uses software running on the agent's desktop (Cisco Agent Desktop) to sniff the network traffic going to and from the agent's phone (hardware phone or software phone) for RTP packets. The monitoring software then sends the RTP packets to the appropriate software over the network for decoding. Desktop monitoring relies on the ability for certain Cisco IP Phones to be daisy-chained with the agent's PC via a network connection and for the phone to send all its network traffic along this connection to the software running on the PC. In this case, the packet sniffing software is able to see the voice traffic coming to and leaving from the agent's phone. It will copy this traffic and send it to the supervisor monitoring the agent or to a recording service for the call to be stored and to be listened to at some later time. Desktop monitoring is not a true service, at least from the perspective of the Service Control Manager. It is a Dynamic-Link Library (DLL), an executable module that is part of Cisco Agent Desktop.

From UCCE SRND page 178.

MAR

[munwar.hussain]

Desktop monitoring provides a a mechanism for the CAD application to obtain a copy of the RTP packet streams directly from the phone and therefore removes the need for a Monitoring component connected to the SPAN port on the Catalyst switch. A Cisco phone supporting desktop monitoring is required and the agent workstation running CAD must be connected to the data port on the back of the agent phone.When a supervisor clicks the silent monitor button on the CSD for an agent using desktop monitoring, the RTP streams are sent directly from CAD to CSD. 

  If an agent call requires recording, then a copy of the RTP packet streams is sent to the Recording Server process. If desktop monitoring is being used by the agent being recorded, then CAD sends the RTP streams to the Recording component

(SRND Cisco Unified Contact Center Express, Release 8.0 Page 41)