In a mobile
agent environment, the silent monitor service uses a Switched Port Analyzer
(SPAN) port to receive the voice traffic that passes through the agent gateway.
Most of the time, this requires the computer running the silent monitor service
to have two NIC cards: one to handle communications with clients, and one to
receive all traffic spanned from the switch.
Some switches do
allow the destination port of a SPAN configuration to act as a normal network
connection and in that case, only one NIC card is enough. See the "Network
Traffic Restrictions" section in
www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a008010e6ba.shtml#umnic for more information on the types of
catalyst switches that don't support outgoing traffic on SPAN destination port.
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, the following
commands are used to configure the SPAN session:
monitor session 1 source interface fastEthernet0/1
monitor session 1 destination interface fastEthernet0/10
Refer to your
switch manual for details on configuring a span port. In general, traffic to
and from the agent gateway's port must be forwarded to the port that is
configured to receive span traffic on the silent monitor service.
The SPAN source
port should be set as the switch port into which the agent gateway (instead of
the caller gateway) is plugged, or the silent monitor won't work in conference
There must be
two gateways: one gateway for agent traffic, and another for caller traffic. If
one gateway is used for agent and caller traffic, the voice traffic does not
leave the gateway and cannot be silently monitored.
that does not leave the agent gateway or does not cross the agent gateway
cannot be silent monitored. For example, agent-to-agent and consultation calls
between mobile agents that share the same gateway cannot be silently monitored.
In most mobile agent deployments, the only calls that can be reliably silent
monitored are calls between agents and customers.
in a mobile agent environment must have the silent monitor service installed on
their desktop or installed on the computer running the Citrix client if the
supervisor is in a Citrix environment.
Agents do not
need the silent monitor service configured on their desktops. However, you must
configure the agent to use one or more silent monitor servers in the CTI OS
Server setup program.
If there are
agents that can be both mobile and traditional Unified CCE, there must be at
least two profiles for such agents. One profile, used when logging in as
Unified CCE, does not contain any silent monitor service information. A second
profile, used when logging in as a mobile agent, contains information used to
connect to a silent monitor server. This enables the mobile agent to use the
silent monitor service on their desktop computer or Citrix client and provides
that mobile agent with silent monitoring functionality.