Installing and Configuring Cisco Hosted Collaboration Solution for Contact Center, Release 9.0
Configure Optional Cisco Components
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Configure Optional Cisco Components

Configure Optional Cisco Components

SPAN-Based Monitoring

Complete the following procedure to install the CTI OS Silent Monitor Server:

    Step 1   Double-click setup.exe.
    Step 2   For Destination Folder, you can either retain the default destination folder or click Browse and specify another directory.
    Step 3   Click Next.
    Step 4   Specify the following information in the Cisco CTIOS Silent Monitor - Install Shield Wizard:
    1. Port - Enter the number of the port on which the Silent Monitor Service listens for incoming connections.
    2. Silent Monitor Server - Select this to allow the Silent Monitor Service to monitor multiple Mobile Agents simultaneously.

      Install the Silent Monitor Server on its own server. You cannot install it on a virtual machine as there should be a physical connectivity between the Silent Monitor Server to the SPAN switch.

    3. Enable Quality of service - Select this to enable Quality of Service (QoS).
    Step 5   Enter peer(s) information - Select this if this Silent Monitor Service is part of a cluster of Silent Monitor Services.
    Step 6   Hostname /IP address - Enter the hostname or IP address of the other Silent Monitor Services in the cluster. You must configure all services in a cluster to listen on the same port. For example, if the port is set to 42228 for the service you are currently configuring, you must set it to 42228 for all other services in the cluster.

    You must install a Windows Server 2008 R2 compatible maintenance release (MR) for this software to function on Windows Server 2008 R2.

    Additional Configuration for Mobile Agent Environments

    This section describes the additional configuration required for Mobile Agent deployment:

    1. For Mobile Agents, the voice path crosses the Public Switched Telephone Network (PSTN) and two gateways. One gateway control calls from customer phones. The other gateway controls calls from agents, known as agent gateway. In a Mobile Agent deployment, the Silent Monitor service uses a SPAN port to receive the voice traffic that passes through the agent gateway. This requires the computer running the Silent Monitor service to have two NIC cards; one to handle communications with clients and another to receive all traffic spanned from the switch. For example, if the agent gateway is connected to port 1 and the NIC (on the Silent Monitor Server that receives SPAN traffic) is connected on port 10, use the following commands to configure the SPAN session: monitor session 1 source interface fastEthernet0/1 monitor session 1 destination interface fastEthernet0/10
    2. To deploy Silent Monitoring for the Mobile Agent, there must be two gateways; one gateway for agent traffic and another for caller traffic. If you use one gateway for both agent and caller traffic, the voice traffic does not leave or cross the agent gateway and therefore cannot be silently monitored. For example, agent-to-agent and consultation calls between Mobile Agents share the same gateway and cannot be silently monitored. Most Mobile Agent deployments only allow silent monitoring for calls between agents and customers.
    3. Install Silent Monitor service on the supervisors desktop, but you need not configure Silent Monitor service for the Mobile Agents. You must configure the agent to use one or more Silent Monitor Servers in the CTI OS Server setup program.
    4. Agents who are both mobile and regular agents require at least two profiles. The profiles for regular agents do not contain any Silent Monitor service information. The profiles for Mobile Agents, contains information used to connect to a Silent Monitor Server.

    Silent Monitor Service Clusters

    If more than one agent gateway is present in the call center and an agent can use either gateway to log in, cluster the Silent Monitor services to support Silent Monitor as follows.

    1. Deploy a separate silent monitor server for each gateway.
    2. Configure a SPAN port for each silent monitor server as described in the previous section.
    3. Run the Silent Monitor server installer to install and configure two Silent Monitor servers as peers.
    4. Configure the following to set up a connection profile to instruct the agent desktops to connect to one of the peers:
      1. Check the Enter peers information check box.
      2. Enter the IP address of the other silent monitor service in the Hostname/IP address.


    Complete the following procedure to install the Cisco Unified CCE Administration Server & Real-time Data Server, Historical Data Server, and Detailed Data Server (AW-HDS-DDS) on the Side A Cisco Unified CCE Data Server. Launch Cisco Unified CCE Web Setup from the desktop and sign in using the Domain Administrator credentials to complete the installation.

      Step 1   Choose Component Management > Administration & Data Servers.
      Step 2   Click Add.
      Step 3   On the Deployment page, configure Enterprise and Small to Medium Deployment Size and click Next.
      Step 4   On the Server Role in a Small to Medium Deployment page, configure as follows:
      1. Choose the option:

        Administration Server and Real-time Data Server (AW) if you want the record of the real time data.

        Or choose the option Administrator Server Real-time Data Server, Historical Data Server, and Detailed Data Server (AW-HDS-DDS) if you want the hisrotical record data along with the real time data.
      2. Click Next.
      Step 5   On the Administration & Data Servers Connectivity page, configure as follows:
      1. Click Primary Administration & Data Server.
      2. Enter the hostname of the Secondary AW-HDS-DDS in the *Secondary Administration & Data Server field.
      3. Enter the site name in the Primary/Secondary Pair (Site) Name field.
      4. The name should match with the name defined in the peripheral gateway explorer.
      5. Click Next.
      Step 6   On the Database and Options page, configure as follows:
      1. In the Create Database(s) on Drive field, choose D.
      2. Click Configure Management Service (CMS) Node.
      3. Click Internet Script Editor (ISE) Server.
      4. Click Next.
      Step 7   On the Central Controller Connectivity page, configure as follows:
      1. For Router Side A enter the Call Server Side A Public Interface.
      2. For Router Side B enter the Call Server Side B Public Interface.
      3. For Logger Side A enter the Data Server Side A Public Interface.
      4. For Logger Side B enter the Data Server Side B Public Interface.
      5. Enter the Central Controller Domain Name.
      6. Click Central Controller Side A Preferred.
      7. Click Next.
      Step 8   Review the Summary page, and then click Finish.