Cisco Unified Contact Center Express Solution Reference Network Design Release 9.0(2)
Voice over IP Monitoring
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Voice over IP Monitoring

Monitoring and recording of agent calls can be supported by two different methods in this release of Unified CCX:

  • Via the traditional VoIP monitor Service: captures packets directly from an IP network switch via the switch's Switched Port Analyzer (SPAN) configuration. Design considerations for the traditional SPAN-based VoIP monitor Service are provided at the end of this appendix (see Design Considerations for SPAN-Based Services).
  • Via the Cisco Agent Desktop, also known as Endpoint monitoring or the Desktop Monitoring Service: The agent's IP phone repeats RTP packets to the agent's PC. When a supervisor wants to monitor/record the agent, the supervisor application sends a message to the agent desktop to forward the RTP packets to the supervisor, who can then monitor the agent/caller conversation via the sound card on his or her PC. This method requires the agent to use the Cisco Agent Desktop (not the IP Phone Agent) and a phone that supports desktop monitoring. For a list of phones that support desktop monitoring, refer to the Cisco Unified CCX Software and Hardware Compatibility Guide, which is available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​device_​support_​tables_​list.html Design considerations for the new Desktop (Endpoint) Monitoring Service are provided in Bandwidth Security and QoS Considerations

Design Considerations for SPAN-Based Services

The traditional SPAN-based VoIP service allows the IP traffic from one or more ports to be copied and sent to a single destination port.

Be aware of these factors when configuring traditional SPAN-based VoIP monitor services:
  • Unified CCX does not support using a second NIC for SPAN-Based VoIP monitor. As a result, switches that do not allow the destination port of a SPAN configuration to act as a normal network connection cannot be used to perform VoIP monitor. The following switches that do not support normal network traffic on SPAN destination ports are not supported: 2950, 3000, 3100, 3200, 3550.
  • The following switches do NOT support SPAN sessions: 1700, 2100, 2800, 2948G-L3, 4840G, CE-500, CE-520.
  • Local SPANs (LSPANs) are SPANs where all the source ports and the destination port are physically located on the same switch. Remote SPANs (RSPANs) can include source ports that are physically located on another switch. The following switches do NOT support RSPAN (although they may be an intermediate switch in an RSPAN configuration): 1200, 1900, 2820, 2900, 2900XL, 2926GS, 2926F, 2926T, 2948G, 2950, 2980G, 3000, 3100, 3200, 3500XL, 3524-PWR XL, 3508GL XL, 3550, 5000, 5002, 5500, 5505, 5509.
  • In some configurations, the VoIP Monitor service can receive duplicate voice packets, which causes poor speech quality. To avoid this, only Ingress packets to a port are sent to the VoIP monitor service. This is a setting for SPAN, which the following switches do NOT support: 1900, 2820, 2900, 2900XL, 3000, 3100, 3200, 3500XL.
  • In some switches, SPAN cannot use VLANs as sources, which is known as VSPAN. In that case, SPAN must designate individual ports to use for monitoring. The following switches do NOT support VSPAN: 1200, 1900, 2820, 2900XL, 2950, 3000, 3100, 3200, 3500XL, 3524-PWR XL.

For more information, refer to the Voice Over IP Monitoring Best Practices Deployment Guide.

The following table shows the limits of the number of SPAN and RSPAN sessions that can exist on a switch:
Table 1 SPAN and RSPAN Switch-Based Session Limits

Switch model

Maximum SPAN sessions allowed

1200

1

1900

1

2820

1

2900

1

2900XL

1

2926GS

5

2926GL

5

2926T

5

2926F

5

2940

1

2948G

5

2960 LAN Lite

1

2960 LAN Base

2

2980G

5

3500XL

1

3524-PWR XL

1

3508GL XL

1

3560

2

3750

2

4003

5

4006

5

2912G

5

5000

5

5002

5

5500

5

5505

5

5509

5

6006

30

6009

30

6506

30

6509

30

6513

30

Deployment Guidelines for Agent Phones that Support G.722 or iLBC

Unified CCX is capable of monitoring and recording G.711 and G.729 agent calls only. The newer version of some agent phones for Unified CM and Unified CM support G.722 and iLBC. If both the calling device (voice gateway or IP Phone) and agent phone support G.722 or iLBC, these codecs may be chosen as the preferred codec for the call. Thus, monitoring and recording will fail. In order to prevent these codecs from being used in the call, the following configurations are recommended:

Unified CM

  • Disable advertising G.722 codec capability for the agent phone if the phone supports this codec.
  • In the Region used by the agent phone, set the audio codec as G.711 or G.729 only and do not set the Link Lossy Type as Lossy to prevent iLBC from being used.

Maximum Supported Sessions for SPAN-Based Monitoring and Recording

For the MCS 7845 server, the maximum values for "Silent Monitoring" and "Recording and Playback" sessions are dependent upon whether the deployed environment is making use of SPAN or Desktop-based monitoring.

SPAN-based monitoring is performed by the VoIP Monitoring Service that resides on the Unified CCX server. The VoIP Monitor Service enables the silent monitoring and recording features across the configured domain of agent phones (devices). This VoIP Monitoring Service has a hard-coded maximum of 58 concurrent sessions. An agent that is recorded, or monitored, or recorded and monitored at the same time will consume one session. Since both the Silent Monitoring and Recording features receive packets from a common VoIP Monitoring Service, concurrent use of one feature can impact the number of sessions available for use by the other. As a result, in a Unified CCX environment configured for SPAN-based monitoring, no more than 58 agent devices can be monitored and recorded simultaneously.

For deployments utilizing non-7845 MCS servers, this limitation does not impact the listed maximums, since the combined values listed for maximum concurrent "Silent Monitoring" and "Recording and Playback" are fewer than 58. However, in a 7845 Premium deployment, the stated maximums are 32 monitoring and 64 recording and playback. It would only be possible for the system to operate at both maximums if the combined monitoring sessions and recording sessions are fewer than or equal to 58 and the remainder are playback sessions. For more information on the maximum number of supported "Silent monitoring" and "Recording and Playback" sessions for each server platform, refer to the Cisco Unified CCX Data Sheet available here:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​data_​sheets_​list.html


Note


Desktop-based monitoring is performed by the VoIP Monitoring Service that resides on the Agent Desktop. It also enables silent monitoring and recording, but its domain is the single device to which the agent station is physically attached. Because the VoIP Monitoring Service runs on the agent PC, and not the Unified CCX server, it does not contribute any CPU load to the Unified CCX server. And, unlike the SPAN-based environment, the concurrent monitoring sessions have no impact on concurrent recording and playback sessions. As a result, in a Unified CCX environment configured for Endpoint-based monitoring, the maximum number of concurrent silent monitoring sessions is limited by the number of concurrent supervisor sessions supported for the MCS server. Similarly, in this environment, the maximum number of concurrent recording and play back sessions is also limited by the MCS server size.


Recording and Monitoring Support on Unified CCX Hardware Platforms

The table below shows the support for live monitoring and recording using the different recording mechanisms (SPAN, Desktop and Network based) on the available Unified CCX hardware platforms.

Network-based recording/monitoring uses the Unified CM Recording and Monitoring feature and utilizes the built-in bridge (BiB) on the agent's phone. For further details on network based recording and monitoring, refer to Configuring and Troubleshooting VoIP Monitoring guide at the following location:

http:/​/​www.cisco.com/​en/​US/​docs/​voice_ip_comm/​cust_contact/​contact_center/​cad_enterprise/​non_release_docs/​voip-mon-troubleshooting.pdf

Table 2 Live Monitoring and Recording Using Different Recording Mechanisms
Monitoring
 

SPAN (C Series)

SPAN (B Series)

SPAN (MCS)

Desktop Based

Network (BiB)

CAD

Yes

No

Yes

Yes

No

IPPA

Yes

No

Yes

No

No

CAD-BE

Yes

No

Yes

No

No

CAD (Citrix/Terminal Services)

Yes

No

Yes

No

No

CR/ QM / AQM

No

No

No

No

Yes

Recording
  SPAN (C Series) SPAN (B Series) SPAN (MCS) Desktop Based Network (BiB)

CAD

Yes

No

Yes

Yes

No

IPPA

Yes

No

Yes

No

No

CAD-BE

Yes

No

Yes

No

No

CAD (Citrix/Terminal Services)

Yes

No

Yes

No

No

CR/ QM / AQM

No

No

Yes

Yes

Yes