The latest release of Cisco Supervisor Desktop (CSD) can silently monitor and record mobile agents using Cisco Agent Desktop SPAN Port Monitoring of the mobile agent Voice Gateway. However, Cisco Unified Mobile Agent does not support the use of Unified Communications Manager Silent Monitoring.
The Cisco Agent Desktop SPAN port monitor server provides a mechanism to access an agent’s RTP stream when desktop monitoring is not possible (primarily for Cisco Agent Desktop mobile agents, Cisco Agent Desktop IP Phone Agents, or agents using lower-end IP phones without a data port for connection to the agent workstation). When a
supervisor clicks the Silent Monitor button on the CSD application, the CSD application requests the SPAN port monitor server for that agent to forward a copy of both RTP streams for that agent to the CSD application. The CSD application then blends the two RTP streams and plays the
resulting audio stream to the supervisor through the supervisor workstation speakers. Silent Monitoring uses two one-way RTP streams flowing from the SPAN port monitor server to the CSD workstation.
If the supervisor using CSD wants to record an agent using Cisco Agent Desktop, then the supervisor clicks the record button and the CSD application requests the recording server to request the appropriate SPAN port monitor server to forward a copy of both RTP streams to the Cisco Agent Desktop recording server to be
saved onto disk. An agent can also request for a call to be recorded by clicking the Record button (if enabled) on their Cisco Agent Desktop application. Clicking this button also sends a request to the recording server to request the appropriate SPAN port monitor server to forward a copy of both RTP
streams to the recording server to be saved onto disk. When recording, there are two one-way RTP streams flowing from the SPAN port monitor server to the CAD recording server.
Cisco Agent Desktop SPAN Port Monitoring of the agent Voice Gateway is somewhat different than Cisco Agent Desktop SPAN Port Monitoring of local agent Cisco IP Phones. When SPANning a LAN segment with JTAPI monitored and controlled Cisco IP Phones being used by Unified CCE local agents, the Cisco Agent Desktop SPAN Port Monitoring
software is searching for RTP packets with the MAC address of the local agent’s Cisco IP Phone. When SPANning a LAN segment with mobile agent Voice Gateways, the Cisco Agent Desktop SPAN Port Monitoring software is searching for RTP packets to and from the agent Voice Gateway IP address and port.
A single Cisco Agent Desktop SPAN port monitor server can SPAN a network segment with both local agent Cisco IP Phones and multiple mobile agent Voice Gateways. The Cisco Agent Desktop SPAN port monitor server is intelligent enough to find an agent’s RTP stream, whether it is a local agent using a Cisco IP Phone or a
mobile agent connected through an agent Voice Gateway. With Cisco Agent Desktop, a single deployment for a PG instance can support up to five Cisco Agent Desktop SPAN port monitor servers. Voice gateways are statically mapped to a specific SPAN port monitor server, and multiple agent Voice Gateways can be mapped to
the same SPAN port monitor server (assuming the network SPAN is set up accordingly). Unlike local Cisco Agent Desktop agents (which are statically associated in Cisco Agent Desktop administration to a SPAN port monitor server), mobile Cisco Agent Desktop agents are not mapped to a specific SPAN Port Monitoring server. Therefore, when
a Cisco Agent Desktop agent (who is not using desktop monitoring) is a local agent, they must be using an IP phone on the appropriate LAN segment that is being SPANned by their associated SPAN port monitor server. However, when that same agent is logging in as a mobile agent, there is no need to worry
about which Voice Gateway or SPAN port monitor server is used to gain access to the RTP streams.
The Cisco Agent Desktop SPAN port monitor server must run separately from the agent PG, and one virtual NIC must be connected to the SPAN port of a Cisco Catalyst switch to capture the RTP streams. A second virtual NIC interface on the SPAN port monitor server is also required to communicate with other Unified CCE
components such as the CSD and the Cisco Agent Desktop recording server. There is no redundancy for SPAN port monitor servers.
Virtualization of Cisco Agent Desktop Silent Monitoring was tested only on UCS-C series servers.
The Cisco Agent Desktop SPAN port monitor server supports both g.711 and g.729 RTP streams, but it cannot support encrypted RTP streams.
Cisco Agent Desktop SPAN Port Monitoring of the ingress (or customer) Voice Gateway is not supported. Cisco Agent Desktop SPAN Port Monitoring of mobile agents using Cisco IP Phones is also not supported. For SPAN Port Monitoring to work, calls must pass through an egress (or agent) Voice Gateway, and the egress Voice
Gateway must be a different Voice Gateway than the ingress Voice Gateway.