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:
Design considerations for the new Desktop (Endpoint) Monitoring
Service are provided in
Bandwidth security and QoS considerations
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
Maximum SPAN sessions allowed
2960 LAN Lite
2960 LAN Base
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:
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:
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: