Silent Monitoring Info Needed

[Brian Carscadden]

Client with UCCX 5.0(2) Unified CCX Enhanced

Can Desktop Monitoring be accomplished when agent PCs are in different VLANs from the Supervisor's and UCCX server?

The SRND verbiage is a bit gray on this... There's mention in Appendix B that it's required for SPAN port monitoring, but not Desktop Monitoring.

Thanks,

Brian

[Steven Griffin]

Brian,

Yes.  If you use CAD on the agent PC then it can capture the audio and send it to the supervisor/UCCX server. Be sure to enable 'Span to PC Port' on the agents phone.

The SPAN option should be used when agents don't have a PC and are using Citrix or VDI.   Even then you can utilize RSPAN to bring another voice VLAN to the UCCX server.  

Steven

[Brian Carscadden]

Yes, we're using CAD. So is it simply a unicast stream from CAD to the Supervisor?

What's the issue with the UCCX server and agents being in different VLANs?

[Steven Griffin]

Brian,

There isn't an issue when using CAD to listen in and send a monitoring stream to the supervisor or a recording stream to the UCCX server.  For best results:

1. Ensure the CAD PC is plugged into the Agent's IP Phone
2. Ensure "Span to PC" is enabled on the Agent's IP Phone
3. Verify that the CAD PC has a NIC than can be put into promiscuous mode.   Some older Intel and Broadcom chips had issues.  Anything made in the last 5 years or so generally works just fine.  The Cisco documentation details which NIC's had issues.
   
4. Ensure that the CAD PC and the Supervisor PC don't have firewall rules that prevent them from talking to each other.  The same goes for the network.
5. On the UCCX server, run the Cisco Destkop Administrator.   Ensure the VoIP Monitor system is set to use the primary NIC of the UCCX server if you are doing CAD based monitoring and recording.
6. On the UCCX server, ensure the primary NIC is at the TOP of the binding order.

Steven

[Brian Carscadden]

Steven,

Thanks for the quick reply. We've met all the prerequisites, with exception to the NICs on agent PCs requiring a work-around. We're working on this, but I wanted to confirm what the requirement is about VLANs.

I'll let you know how it goes after the NIC workaround is put in.

Brian