The previous section introduced the Unified CCX Engine and Database components. This section introduces the Monitoring and the Recording components, which are optional.
Unified CCX Enhanced and Premium allow a supervisor to silently monitor agents. Unified CCX Enhanced and Premium also allow agent calls to be recorded. Agent call recording can be triggered in the following ways:
Supervisor clicks the Record button on CSD for a specified agent call
Agent clicks the Record button on CAD or IPPA
Workflow configuration automatically triggers complete call recording on certain types of calls for agents using CAD
In order to use the silent monitoring or recording features, it requires access to the RTP (Real-Time Protocol) packet streams. Silent monitoring and recording will work with either G.711 or G.729 RTP streams, and a mixture of agents using G.711 and G.729 phones is supported. However, silent monitoring and recording will not work with encrypted media streams. Unified CCX provides two mechanisms for access to the RTP packet stream—SPAN port monitoring and desktop monitoring.
SPAN port monitoring requires the Unified CCX server to be connected to the SPAN port of a VLAN on a Catalyst switch where voice traffic from the agent phones can be captured. The SPAN port is like a broadcast port for all data traffic (including voice RTP streams) traversing a VLAN segment. When a supervisor clicks the Silent Monitor button on the CSD, it signals to the Monitoring component to forward a copy of the captured RTP streams for the selected agent to the requesting CSD. The CSD then plays the packets through the sound card on the CSD workstation. No IP Phone (or any type of phone) is involved when the silent monitoring stream is being played using CSD. The CSD can reside anywhere on the Cisco Unified Communications network, but no routing device should exist between agent phones and the Catalyst switch where Unified CCX server is connected for SPAN port monitoring. The Catalyst switch RSPAN feature allows a VLAN to extend across multiple Catalyst switches. Please see Appendix B for more detail on SPAN port monitoring design.
Desktop monitoring provides 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 Cisco IP Communicator also supports using desktop monitoring for silent monitoring and recording.
For all deployments in which agents use CAD and agent phones support desktop monitoring, use desktop monitoring instead of SPAN port monitoring.
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, at least one VoIP Monitor service must be running. CAD uses this service to retrieve the MAC address of the agent phone from the Unified CM. Appendix C of the Cisco CAD Installation Guide provides a quick and simple test to determine if a workstation NIC will operate properly with the desktop-monitoring feature of CAD.
CAD recording is not designed for use as a compliance recording solution. The functionality is best deployed to facilitate on-demand recording or recording on a filtered list of calls only. Users must address requirements to record all calls by implementing a compliance recording solution.
CAD does not support 802.1Q VLAN-tagged traffic with SPAN based monitoring.
A Unified CCX deployment can have a mixture of some agents using desktop monitoring and some agents using SPAN port monitoring.
If an agent call requires recording, a copy of the RTP packet streams is sent to the Recording Server process. If the agent being recorded is using the desktop monitoring, CAD sends the RTP streams to the Recording component. If the agent being recorded is using SPAN port monitoring, the Monitoring component sends the RTP streams to the Recording component. Agents can be silently monitored and recorded at the same time. When that occurs in a desktop monitoring environment, CAD sends one copy of the RTP packet streams to the requesting CSD and one copy of the RTP packet streams to the Recording component.
A normal G.7xx VoIP RTP call has two RTP streams (one representing what the agent is hearing and one representing what the agent is saying). These two streams flow in opposite directions across the network. When an agent call is being silent monitored or recorded, both of those RTP streams must be sent. For example, if a supervisor is silent monitoring an agent, two G.7xx RTP streams will be sent from either CAD (desktop monitoring) or the Monitoring component to the CSD. If an agent call is being recorded, two G.7xx RTP streams are sent to the Recording component. If the agent is being silent monitored and recorded, four RTP streams are being sent. This is in addition to the two bidirectional RTP streams of the actual call.
The monitoring and recording packet streams are true G.7xx RTP streams and therefore these packets are tagged like any other RTP stream to ensure that they are delivered with appropriate priority and minimal latency. Chapter 6 further discusses bandwidth requirements.
The agent call recordings are stored on the hard drive of the Unified CCX server with agent data store locator records pointing to the actual recording files. The call recordings in Unified CCX are stored in a raw format that can only be played using the CSD Record Viewer. The CSD Record Viewer shows 7 days' worth of call recording as well as those tagged for 30-day extended archiving. The CSD Record Viewer also provides the supervisor the option to save selected individual recordings into a .wav format in a specified folder.
The amount of disk storage allocated for recordings on a single-server non-high-availability deployment of Unified CCX is 2.6 GB.. On a two-server high-availability deployment of Unified CCX, the recordings are alternated between the two servers in a round-robin fashion to provide load balancing and redundancy. Hence the amount of disk storage allocated on each server is 2.6 GB for a combined solution storage of 5.2 GB.
The recording capability of Unified CCX is not intended for use as a permanent recording archival solution. However, an export utility is also available to bulk export all recordings into a .wav format. The export utility has no ability to specify selected recordings and will export all recordings on the Unified CCX server. System administrators can build their own customized command macros or process to perform regular (at least weekly) exporting of the recordings for permanent archival of agent call recordings.
When a supervisor is playing back or saving a recording using the CSD Record Viewer application, a recording resource is used and therefore counts against the maximum simultaneous call recording capacity for the duration of that recording playback. Maximum simultaneous call recording and playback capacity depends on the server size. The Cisco Unified CCX Data Sheet can help you choose an appropriately sized server for the amount of recording required.
Because IPPA does not include an agent using CAD, IPPA requires a SPAN port Monitor component on the local VLAN segment for silent monitoring or recording. Also the Cisco Unified IP Phones 7902, 7905, 7912, and 7920 require a SPAN port Monitor component because there are either no data ports on these phones or these data ports are not compatible with desktop monitoring. IPPA also cannot be configured to have calls automatically recorded.
Unified CCX Premium is required for remote supervisory monitoring. Remote supervisory monitoring provides a mechanism to silent monitor calls using an IP Phone or PSTN phone. This form of silent monitoring does not require a CSD or any data network connectivity and is ideally suited for management from outsourcer customers of a call center service provider. Agents are unaware when they are being silent monitored using remote supervisory monitoring. A remote supervisor is configured with a numeric user ID and password and also with the CSQs and agents that the remote supervisor is allowed to silent monitor in this fashion. The remote supervisor then dials a specific number that invokes a Unified CCX application. The application begins by prompting the supervisor for the user ID and password. After the remote supervisor is authenticated, the remote supervisor is prompted to choose to silent monitor calls for a specific agent or for a specific CSQ. Then the Unified CCX application requests a copy of the RTP streams for the selected types of calls, and the Unified CCX application and CTI Port relays those packets to the remote supervisor's phone. Remote supervisory monitoring works with both SPAN port monitoring and desktop monitoring. However, remote supervisory monitoring only works with a Unified CCX Engine and CTI Ports and agent phones using G.711 encoding. Remote supervisory monitoring also places an additional performance impact on the Unified CCX server Unified CCX Engine. This activity is reflected in the Cisco Unified Communications Sizing Tool. For remote monitoring to work, the agent desktop must be daisy chained to the agent phone .