Ipcc Express and database server accross wan

[sdempe]

I have a Multi Site Contact Center. I will have a seperate Historical Report Server. Is it supported having the hr server with VOIP Monitor and RASCAL installed on it at a different site. so I can also monitor agents at this site.

[venkasub]

Hi,

Yes, you can have Remote Database (for Historical Reporting) and VOIP monitor and RASCAL on same box.

The following URL provides information on how to install Databases, ICD Call Statistics, Monitoring, and Recording components on dedicated servers.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/get_str/gsappa_1.htm

Hope it helps.

Regards

Venkat

[sdempe]

Can this server be located across a WAN?

[yogeswar]

Hi,

1. Following is extracted from the section "IPCC Express Silent Monitoring and Recording" in Cisco IPCC SRND Guide.

http://www.cisco.com/application/pdf/en/us/guest/products/ps1846/c1028/cdccont_0900aecd800f351c.pdf

The VoIP Monitor Server must be on the same VLAN as the agent phones, and it requires an available Switched Port Analyzer (SPAN) port. The VoIP Monitor

Server and agent phones cannot be separated by a WAN, but they can be on different Cisco Catalyst switches if those switches support SPAN. Otherwise, voice monitoring and recording will not work.

Note : Silent Monitoring and Recording was designed to work in a deployment where supervisors and agents are located at a single site or at remote sites. A remote supervisor can silently monitor and record conversations between callers and agents as long as the agents and the VoIP Monitor Server are on the same VLAN segment.

2. The IPCC Express monitors agent phones by being connected to a switch port that is spanning the agent phones with no layer 3 switching between the phones and the IPCC Express server.

See the VOIP Monitor Server 4.2 Best Practices Configuration Guide for more information on how to set up VoIP monitor/recording.

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a008010e6ba.shtml

CISCO CATALYST 6500 SERIES SWITCHES: Configuring SPAN and RSPAN -

http://www.cisco.com/en/US/partner/products/hw/switches/ps708/products_configuration_guide_chapter09186a008007f323

Regards

Yogi

[Jason Pennell]

Will it work if the WAN is bridged? My scenario is I have the IPCC Monitor Server at the host location and I have a bunch of agents and a supervisor at a remote location. There is a T1 connection between the host and the remote but they are not routing, they are bridged together. Is there anyway to make the monitoring work in this scenario?

If not, then my second question is.....is there any way to not notify the agent when a supervisor uses the barge feature?

Thank you for your help!

[rmunirat]

Hi ,

I am adding a good documentation link to answer most of the VOIP depolyment questions.

http://www.cisco.com/warp/public/78/VOIP.html

For your second question

"The Barge-In feature enables you to join an agent’s phone conversation. When

you click the Barge-In button, you are automatically added to the phone call.

The agent sees a message that you are attempting to join the call, then sees a message that you have successfully joined it."

Hope it helps ,

regards,

M.Ramkumar