SPAN-Based Silent Monitoring
Install SPAN-Based Silent Monitoring
Mount the Cisco Unified CCE CTI ISO image.
Run setup.exe file to install SPAN based Silent Monitoring.
On the CTIOS Silent Monitoring Service page, Click Yes to stop CTIOS Silent Monitor process
Accept the Software License Agreement, then click Continue.
Enter the MR patch browse location and click Next.
In the Choose Destination Location page, browse to the directory where you want to install, then click Next.
In the Cisco CTIOS Silent Monitor - Install Shield Wizard window:
On the CTIOS Silent Monitor page, do not check the Enable Security check box, then click OK.
SPAN-Based Silent Monitoring Configuration
Configurations for SPAN from Gateway
This section describes the additional configuration required for Mobile Agent deployment:
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
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.
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.
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.
Deploy a separate silent monitor server for each gateway.
Configure a SPAN port for each silent monitor server as described in the previous section.
Run the Silent Monitor server installer to install and configure two Silent Monitor servers as peers.
Configure the following to set up a connection profile to instruct the agent desktops to connect to one of the peers:
Check the Enter peers information check box.
Enter the IP address of the other silent monitor service in the Hostname/IP address.
Configurations for SPAN from Call Manager
Use span from Call Manager for small agent contact center only as in this deployment model CUCM software resources are being used .
Before you begin
To Span from CUCM ensure that SM server should be on the same blade as CUCM. Ensure that CUCM uses its own mtp resources ,when the agent is logged into a phone across a 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 nexus.
Use the following commands to configure the LOCAL SPAN session in nexus :
where : Vethernet76 is the interface of CUCM(used for spanning) on the switch.