Which mechanism enables the Cisco Unified CCX Cisco Agent Desktop application to obtain a copy of
the RTP packet stream directly from a supported IP phone?
A.
SPAN port monitoring
B.
desktop monitoring
C.
remote SPAN monitoring
D.
reflector port monitoring
E.
ESPAN monitoring
Explanation:
Desktop monitoring provides a mechanism for the CAD application to obtain a copy of the RTP
packet streams directly from the phone and therefore removes the need for a Monitoring
component connected to the SPAN port on the Catalyst switch. A Cisco phone supporting desktop
monitoring is required and the agent workstation running CAD must be connected to the data port
on the back of the agent phone. The Cisco IP Communicator also supports using desktop monitoring
for silent monitoring and recording.http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_
9_0/design/UCCX_BK_UD5B347F_00_uccx-solution-reference-networkdesign/UCCX_BK_UD5B347F_00_uccx-solution-reference-network-design_chapter_010.html
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, on page 133).
• 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:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html
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Desktop monitoring provides a mechanism for the CAD application to obtain a copy of the RTP packet streams
directly from the phone and therefore removes the need for a Monitoring component connected to the SPAN
port on the Catalyst switch. A Cisco phone supporting desktop monitoring is required and the agent workstation
running CAD must be connected to the data port on the back of the agent phone. The Cisco IP Communicator
also supports using desktop monitoring for silent monitoring and recording.
For all deployments in which agents use CAD and agent phones support desktop monitoring, use desktop
monitoring instead of SPAN port monitoring.
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