supervisor can not on remote lan over wan when recording or monitor?

[ciscoforum]

IPCC 3.13. Does the supervisor have to be in the same vlan/same switch domain as agents. One of the document says it if the supervisor sits on the remote, monitor or recording wont' work due to the mac change. but on this link http://www.cisco.com/en/US/partner/products/sw/custcosw/ps427/products_qanda_item09186a00801f9e2f.shtml#40129 it says this is no longer required. which one is right? Thanks

[JimSJ]

The link you show indicates that it can work across a link if there is a SPAN architecture. This is the rule of thumb you should follow. If you can RSPAN or SPAN all the traffic back to your recording server without traversing a router, it should work. Note that there are two main requirements to be able to do this:

1. Switch in question must support SPAN and/or RSPAN

2. Agents to be monitored must not be across a routed WAN link. (For example, if a remote site is connected via T1 and you have a router at either end with a /30 interface, you CANNOT RSPAN across this).

Additionally, the link you showed advises that things will change in a new version of Agent Desktop, but it indicates that the change is for IPCC Enterprise. I assume that since you have version 3.1.3, you have Express.

Good luck,

Jim